PURPOSE: Providing superior assistance and building positive customer relationships. Identifying specific needs and resolving issues for warranty and repair, while imputing information into a database. Provide solutions by following through and bringing closure with the goal of first call resolution to all customers.
ESSENTIAL DUTIES & RESPONSIBILITIES;
- Processes high volume of inbound calls and other correspondence.
- Communicates in a professional, courteous, friendly and empathetic manner.
- Effective verbal and written communications skills with the ability to ask the appropriate questions and handle difficult/stressful situations as necessary.
- Answers, investigates and/or initiates actions on customer inquiries efficiently, using all customer access channels (phone, web, chat, mail, fax, etc.)
- Finds solutions to customer problems and assumes a high level of ownership for customer satisfaction.
- Provide follow-up as required to ensure customer satisfaction.
- Consistently meets or exceeds performance standards for service quality, accuracy and volume.
- Schedules service appointments.
- Communicates with internal and external personnel in a professional and timely manner.
- Maintains accurate files and processes in order to maximize productivity.
- Performs clerical support as needed.
- Other duties as assigned.
Required Skills
SUPERVISOR RESPONSIBILITIES:
This position does not supervise others.
EDUCATION AND EXPERIENCE:
- High school diploma or equivalent combination of education and experience.
- Previous clerical experience preferred
SKILLS AND ABILITIES:
- Excellent verbal and written communication, and listening skills.
- Basic reading and comprehension skills.
- Basic numerical reasoning skills.
- Ability to complete paperwork in an accurate, neat and efficient manner.
- Demonstrated knowledge of software, including Microsoft Office.
- Excellent organizational skills.
- Outstanding customer service skills.
- Ability to multi-task in a fast paced working environment.
- Knowledge of GERS, Loft, WMS and Salesforce systems preferred.
PHYSICAL DEMANDS:
- Ability to sit, and reach at shoulder height regularly.
- Ability to communicate effectively with customers and co-workers using telephone.
- Ability to use vision to read documents and computer screen.
- Ability to use hands to type information into computer.
WORK ENVIRONMENT:
Corporate office and warehouse environment.
WORK SCHEDULE:
Schedule may vary dependent upon need.
Required Experience