Job Description

WORK SHIFT BELOW

SUNDAY - THURSDAY, 2ND SHIFT ( 2:30PM-11:00PM )

MAIN JOB OBJECTIVE

The Digital Care Services Specialist is responsible for servicing Clients through proper and accurate handling of inquiries related to Care Services via phone, email and video. The Care Services Expert will also be responsible for achieving assigned objectives in the areas of productivity, and quality; as well as maintaining high operational standards and efficient use of key systems.

ESSENTIAL DUTIES AND JOB RESPONSIBILITIES

CORE RESPONSIBILITIES

• Perform accurate and complete product assessments related to repairs and quality in order to create a repair or provide care information to clients.
• Assess all incoming repairs to assess the condition of the item against the store documents and determine if the product is repairable
• Use the JD Edwards system to access technical data in order to process the repair when repair instructions are not provided
• Consistently meet all assigned goals in the areas of email and phone quality, and productivity.
• Handle a range of calls including (but not limited to): Payment collection, Quotation, Customer service issues, etc.
• Troubleshoot, analyze, and research all issues or problems with related repairs, sometimes requiring research to be conducted on the production floor
• Maintain the highest degree of customer service every day by demonstrating exemplary service leadership in the areas of phone quality, complaint resolution, product awareness, and store relations by adhering to the Quality Customer Service Standards
• Communicate with Product Assessment, Logistics and Client Services team to report feedback on received shipments and to ensure that performance results and/or issues are properly relayed to the clients.
• Handle customer complaints in a timely manner with fairness and courtesy while maintaining client centric mindset.
• Adhere to department and company policy and procedures.
• Stay up to date on all product, company, and departmental information/initiatives.
• Maintain effective utilization of all required systems.
• Document all calls and email correspondence in order to track types of customer inquiries, advertising/editorial feedback, customer complaints utilizing a CRM software (Expectation= 100% of calls to be logged).
• Participate in departmental trainings and initiatives.
• Participate in improvement projects within the company
• Make recommendations to improve processes
• Perform other duties as assigned to meet business objectives and goals

PRINCIPAL SKILLS, KNOWLEDGE, AND PERSONAL ATTRIBUTES REQUIRED

• Ideally 3 – 5 years of experience in customer service
• GED certificate or high school diploma
• Exceptional Client Centric mindset
• Excellent verbal and written communication skills
• Ability to learn quickly and maintain high performance level in a fast-paced environment
• Excellent organization skills; effective time-management skills
• Be proactive, solution and detailed-oriented
• Work both independently and as part of a team
• Exceptional interpersonal skills; ability to interact with all levels of employees within the organization
• Ability to handle multiple tasks simultaneously
• Self-starter; ability to work with minimal supervision
• Punctuality and schedule flexibility are essential. Week-ends may be required.

Company Description

Whether you are looking to get a new job, move up the corporate ladder, re-enter the workforce, get more experience, or just gain more control over your schedule, Staffing Network & Quality Placement Authority can help you locate the position that best matches your skills and interests.