Customer Service Call Center Representative

[Casper]

Job Title Customer Service Call Center Representative

Business Home Services - In Home

State/City OH Columbus

Pay 8.50

 

 

Job Summary To provide a multitude of support functions in a professional and timely manner by listening carefully to Customers, Service Technicians, and members of Management. The functioning categories include:

 Customer Relations

 Inventory Maintenance

 Auditing / Cashering

Responsibilities/Skills/Experience Requirements To focus on the Customer, the Support Specialist Associate must:

 

 Answer incoming telephone calls regarding service, ETA’s, and customer concerns

 Communicate effectively with the Support Manager, Routing, Technical Managers, and Technicians to resolve customer complaints and determine the best solution in order to provide best in class customer service

 Communicate effectively with National Customer Relations and Customer Care Network via the computer and telephone to resolve customer issues regarding parts, billing, and order status

 Complete necessary forms via Sears intranet to request refunds, gift cards, Protection Agreement extensions, and manual customer billing

 Work with retail stores to provide replacement items and solve customer issues

 Complete resolution forms for the Technical Manager regarding customer complaints or customer compliments and various Customer concerns regarding service

 Assist Technicians with look-up on service orders pertaining to service history

 Create and distribute NCR and multiple attempt list to Technical Managers on a daily basis

 Adherence to ISO policies and procedures

 Work to solve better business bureau and intranet complaints from Customers

 Assist Customers with food loss claims that were not processed on the day of service

 Assist Technicians with paper service orders and occasionally make adjustments to service orders on-site

 Work closely with insurance companies regarding property damage

 Document customer feedback as appropriate

 Assist with technician truck stock inventories

 Prepare vendor invoices for accounting center to process

 Work and monitor over and shorts screens to ensure money is collected accurately

 Work toll expense report, if applicable

 Research checks returned from Certegy

 Adhere to all company policies and procedures

 Perform miscellaneous duties as assigned

 

Essentail Functions

To provide exemplary customer service, the Support Specialist must possess the following skills:

 

 Ability to treat all customers with respect and dignity

 Ability to work with minimal supervision

 Must be able to accurately and timely process paperwork

 Must be able to use computer databases

 Must be able to operate telephone systems and demonstrate excellent phone etiquette skills

 Ability to work productively and effectively when faced with stressful situations. This includes maintaining effective

interactions with others under stressful working conditions

 Ability to effectively communicate with coworkers, supervisors, management, or customers one-on-one or

in a small group setting

 Ability to work well with others in a group, cooperate with others, offer to help when needed, and foster a team climate

that brings out the best in team members. Collaborates and builds relationships with others to get the job done and

deliver high performance results

 Ability to generate alternative solutions to a question or a problem, evaluates the consequences of choosing each

alternative and selects the most promising alternative

 Ability to maintain a professional appearance according to company dress code

 Ability to read, write, and speak English

 

Experience/Education

 High School diploma or equivalent (GED) preferred

 Must be at least 18 years of age

 Previous customer service or call center experience preferred

 Knowledge of internet based applications

 Experience and aptitude with computers and databases

 Must be able to pass the pre-employment drug screen and criminal background check

 Must be willing to submit to random drug testing, per company policy

Job Specific Technical Competencies  Work well with others in a team setting to deliver high performance results

 Outstanding customer service skills

 Follow specific process steps to ensure quality workmanship

 Effective time management skills

 Accept responsibility for work assignments and job duties and to be held accountable for their

successful completion

 Convey a positive image of the company in all actions and behaviors

 Basic analytical and quantitative skills

 Computer literacy skills

 Excellent communication skills both verbal and written

 Open to change and the ability to effectively implement change quickly

Preferred Minimum Education High School / GED

Travel Requirements None

 

 

Job Posting Information

 

Internal

External

Position is an hourly assignment

 

 

 

 

 

 

 

Contact 614-258-5341