Call Center - Customer Service Representative

Job Description

Job Description

Pay: $19.00-$20.00 Hourly

Schedule: Tuesday thru Saturday 10am-6:30pm

JOB SUMMARY

To ensure customer satisfaction by resolving all issues as they arise and proactively managing customer expectations with the goal of preventing concerns.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage and answer a large amounts of inbound and outbound calls and electronic messages in a professional, timely and satisfactory manner and resolve all questions, requests and changes to ensure the highest level of customer satisfaction.
• Follow communication "scripts" when handling different topics.
• Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives.
• Resolve product or service concerns by clarifying the customer's complaint, determining the cause of the concern; selecting and explaining the best solution to solve the concern; expediting correction or adjustment; following up to ensure resolution.
• Seize opportunities to upsell products or services when they arise
• Build sustainable relationships of trust through open and interactive communication and engage customers by taking the extra mile.
• Promptly respond to all e-mails and complete tasks associated with them.
• Schedule and create delivery/services while making sure of account accuracy (address, contact information, delivery/service instructions).
• Follow-up with customers regarding their calls, letters or e-mails regarding their concern in a timely manner to resolve any and all customer issues.
• Ensure all required customer and merchandise information including customer's concern(s) is accurately documented in the company's operating computer system. This includes providing details and keeping records of the situation and how it's being resolved in the company's computer system in a comprehensible way.
• Determine appropriate action for the customer by investigating if the merchandise is under warranty and which warranty applies or, if the merchandise can be repaired.
• Responsible for contacting the manufacturer or warranty company regarding warranty questions.
• Determine who is responsible for the cost of the service call.
• Schedule and create even exchanges, return authorizations and in home service orders accurately in the system.
• Schedule appointments for service calls to customer's homes, receive and document calls from in-home service technicians when they have completed a call or delivery.
• Ensure notes on service calls are kept up to date in the system at all times, follow up with customer to ensure the service call was completed satisfactorily; document in the system.
• Order parts and monitor parts orders with factories.
• Review weekly open service calls report, make follow up calls to customers.
• Coordinate in-store repairs by setting up appointments for pickup and delivery.
• Keep abreast of new or changes in manufacturers’ and Cardi’s warranty programs, and where to locate warranty information.
• Communicate effectively the features and benefits of the warranty programs.
• Interact with other departments as necessary to resolve, prevent problems and improve existing procedures and systems. Communicate clear and precise information to various departments to in turn provide better service to the customer.
• Show patience, compassion, and empathy. Control own emotions when dealing with an unhappy customer and maintain professional and call demeanor and voice throughout the entire interaction.
• Reports promptly errors found to management and assists, if necessary, in resolving the errors.
• Provides feedback to management for possible improvements.
• Attend all training and department/company meetings to improve knowledge and performance level.
• Meet personal/team qualitative and quantitative targets.
• Assists with training and development of other associates, including on-the-job training for new associates.
• Participates in training sessions, which will improve and reinforce own knowledge and skills.
• Attend department and company meetings as required.
• Translating with non-English speaking customers if able.
• Completes all documentation neatly, accurately and timely.
• Complies with all applicable company health, safety and quality standards, policies, procedures, rules and regulations.
• Reports to management potential safety issues, hazards or violations.
• Assists in maintaining security by reporting suspicious activity to management.
• Embraces change by supporting and championing organizational change initiatives.
• Models company image and culture through positive attitude, spirit of cooperation, appearance and respect for company policies and procedures on every aspect of role functions.
• Perform other functions as needed and required

MANAGEMENT/SUPERVISORY RESPONSIBILITIES

This position has no management / supervisory responsibilities.