Customer Care Agent - Roomplace

Essential Purpose of Position

Receiving inbound calls from customers, drivers and store personnel.  Determining how to address their issues and following through until there is resolution. 

Job Related Responsibilities         

1.            Handling inbound/outbound calls including driver calls.

2.            Schedule Technician appointments to service merchandise when appropriate based on warranty.

3.            Being courteous and professional to all customers, drivers and store personnel who call in for assistance at all times.

4.            Determining what item is being referred to by checking for customer history.

5.            Determining what options are available to the customer based on date of delivery (which impacts warranty restrictions) and type of problem that the customer is describing (which impacts whether the problem is correctable by service).

6.            Probing by asking relevant questions to ensure customer’s needs are being met. 

7.            Meeting performance standards as established.

8.            Using real time keying, process customer problems requiring outside service companies by initiating work orders and scheduling service date. Create and schedule exchange of merchandise when applicable.  Document all conversations with customers in system.

9.            Give appropriate codes to drivers per applicable process.

10.          Keep abreast of the product as well as the latest policies/procedures and be able to appropriately apply them to customer problems.

11.          Performs additional duties as required or requested.

Qualifications

1.            Inbound and outbound customer call center experience preferred.

2.            Must provide exceptional customer service by exhibiting great listening skills, being empathetic, apologizing when applicable and taking ownership

3.            Must work well in a team environment

4.            Must have highly developed communication skills both written and verbal.

5.            Must have basic PC skills; Proficient data entry skills helpful

6.            Must be able to sit for extended periods of time

7.            Must be able to use electronic equipment constantly such as a telephone and PC.

8.            Must have great problem solving skills, analytical ability and the ability to memorize procedures.

9.            Must have excellent detail orientation and follow-up skills

10.          Must be self-motivated.

11.          Bi-lingual (Spanish) helpful.