Customer Success Associate

Job Title

Essential Duties and Responsibilities

• Greets visitors, vendors, internal customers in a friendly and professional manner.
• Responsible for the maintenance of the Corporate Reception area.
• Updates the Welcome Monitor with visitors' information.
• Immediately upon receiving any information from a customer, delivery driver or an EDF internal customer, you must enter it into the system in English.
• Answer incoming calls from internal/external customers and delivery drivers.
• Find a solution for all delivery situations reported by drivers at the moment of delivery.
• Call the customer to confirm delivery once the driver reports through Dispatch Track that the delivery has been complete and is up to the customer's satisfaction.
• Receive, evaluate and process service requests, delivery claims and warranty related issues.
• Create, schedule and follow-up on credit memos, exchanges, service orders or parts requests resulting from warranty claims or delivery calls.
• Assist EDF online customer service chat.
• Receive, review and distribute technicians service reports.
• Process weekly charge backs related to technician services.
• Provide feedback and process improvement suggestions to streamline daily tasks.
• Respond to all emails in a period of 24 hours.

Qualifications

• Excellent problem-solving skills.
• Good listener with excellent communication skills.
• Excellent phone etiquette, with ability to tactfully handle a call from upset customers in a professional manner.
• Excellent organizational skills.
• Fast learner, resourceful, flexible, able to prioritize and meet deadlines.
• Able to identify and anticipate customer needs.
• Possess the ability to make customers feel important and appreciated at all times.
• Ability to work with limited information.
• Detail-oriented.
• Motivated to work hard and be successful.
• Excellent computer skills. (Excel, Word, PowerPoint, Microsoft Office)
• Perfect attendance.
• Superb communication skills both in English and Spanish
• Excellent spelling and grammar.
• General mathematical knowledge.
• Resourceful and flexible.
• Ability to quickly adapt to process changes.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Location

• Corporate Office setting.

Behaviors

• Preferred: Team Player - Works well as a member of a group
• Preferred: Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
• Preferred: Enthusiastic - Shows intense and eager enjoyment and interest

Education

• Preferred: High School or better.

Experience

• Preferred: 2 years: Customer Service Experience

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.