Job Description
- Job Description:
- Provide service and support to established and new, internal and external customers in a contact center environment.
- Handle routine customer service inquiries, as well as escalation calls, related to mechanical service calls and general customer service inquiries via various communication channels.
- Act as a company ambassador through accurately diagnosing service issues to deliver high quality service via multiple customer contact channels.
- Provide equipment service and general customer support through successful resolution.
- Accurately capture the voice of our customers to drive first call resolution across North America Operating Unit (NAOU) functions.
- Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders.
- Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction.
- Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues.
- Escalate customer issues within established guidelines to ensure timely resolution.
- Understand performance metrics and improves quality and capabilities to meet and/or exceed goals.
- Ensure new/revised processes are understood and immediately applied to customer interactions via NAOU tools/resources.
- Access multiple system applications simultaneously to effectively service customers.
- Actively participate and contribute in engagement and team building activities.
- Assist with projects per business needs.
- Requirements:
- AA or bachelor’s degree preferred
- High School Diploma or equivalent required
- 2 + years customer service experience
- Proven ability to communicate professionally and effectively both verbally and in writing
- Demonstrated ability to provide outstanding customer service
- Demonstrated ability to successfully work independently and in a team environment
- Demonstrated ability to problem-solve and provide viable solutions based on customer needs and company objectives
- One year experience working in various computer applications
- Strong attention to detail and time management skills
- Demonstrated ability to understand policies/guidelines and use them as intended
- Call Center experience
- Typing speed 40WPM or greater.
- Knowledge of Salesforce and Genesys systems
- Benefits:
- A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
- Annual Incentive Reference Value Percentage: 7.5
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