Call Center Representative I - Full Time

Pay

• $19.00 - $20.00 per hour

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.
• 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.
• Contact 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.
• Cook up 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.
• Affords assistance in training and development of other associates, including on-the-job training for new associates.
• Attends training sessions, which will improve and reinforce own knowledge and skills.
• Attends department and company meetings as required.
• Translates 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.
• Affords assistance 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.
• Performs other functions as needed and required.

Qualifications

• Knowledge/Skills/Abilities:
  • Ability to communicate effectively in English language, both verbally and in writing with customers and employees of the organization.
  • Ability to read and interpret documents such as instructions, correspondence, memos, safety rules, and procedure manuals.
  • Mental aptitude to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
  • Demonstrated ability to handle multiple tasks simultaneously, set priorities and manage time effectively.
  • Strong customer orientation with excellent interpersonal communication skills.
  • Customer focus and adaptability to different personality communication styles.
  • Strong analytical and problem solving skills.
  • Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
  • Detail oriented with excellent organizational skills.
  • Working knowledge of computer operating system.
  • Strong knowledge of manufacturer’s warranties and policies; and demonstrated ability to sell.
  • Ability to adapt and remain calm under pressure in a fast paced, changing environment.
  • Ability to show compassion/empathy to internal and external customers.
  • Ability to serve a constant stream of customers.
  • Ability to deal with angry or frustrated customers, or customers who may not fully understand their situation.
  • Ability to deal with people in an uplifting manner; ability to solve problems; ability to be a quick thinker, research and troubleshoot.
• Education/Certification/Licensure:
  • High school diploma or general education degree (GED) preferred but not required.
  • Experience Prior retail customer service or retail experience preferred.