Customer Care Representative

7 days ago

Elkhorn, Wisconsin, United States EDELMAN LLC Full time

Position Title:

Customer Care Representative Classification:
Non-exempt

Reports To:
Customer Care Manager Date: 4/13/2021

Position Summary:


To deliver exceptional customer service reflective of Edelman's values by ensuring that the first interaction with the customer exceeds their expectations in terms of service quality.

To provide options for service appointments and meet performance metrics required by the company.

Responsibilities:

  • Respond to incoming customer calls with curtesy, offering appointment windows and requested lead times.
  • Engage in outbound calling to secure the appropriate amount of scheduled calls and Confidence Club memberships required for a successful service operation.
  • Follows Customer Care "Call Script" for quality and efficient responses to customers.
  • Maintain required daily call counts to meet daily, weekly and monthly quotas.
  • Maintain complete, accurate and updated information in the customer database.
  • Ensure "Confidence Club Memberships" are renewed and preventative maintenance appointments are scheduled for technicians.
  • Work with Dispatch to schedule service calls and debrief technicians with accurate customer information.
  • Preform administrative duties to assist with the overall efficiency of the operation.
  • Provide assistance to other members of the Customer Care team to achieve department and company goals.
  • Effectively manage conflict resolution with customers through clear communication, addressing all concerns, questions, or problems expediently.
  • Promptly report any service issues to the appropriate leader to ensure customer satisfaction is maintained.
  • Participate in all company sponsored training classes.
  • Maintain a courteous demeanor with customers and associates at all times.
  • Maintain a professional image at all times by wearing company approved apparel.
  • Abide by all standards of performance and ethics.
  • Follow all safety policies and procedures.
  • Perform other duties as assigned.

Knowledge, Skills and Abilities:

  • Prior call center experience preferred.
  • Basic computer skills including Word, Excel, and any other software used by the company.
  • Attention to detail and followthrough.
  • Ability to perform multiple tasks in a fastpaced environment
  • Exceptional interpersonal and communication skills both written and verbal.
  • Function in a team environment.
  • Geographical knowledge of service area and/or map reading skills.

Education/Certification Requirements:

  • High School diploma or GED required.

Working Conditions:

  • Regularly spends long hours sitting and using office equipment and computers (80% of the time) in a cubicle office environment.
  • Spends a majority of the work day on the telephone interacting with customers.

Physical Requirements:

  • Occasionally lift 510 pounds.
  • Have good visual acuity and sufficient auditory functioning to operate computeraided call management hardware, software and communications equipment.
  • Ability to work extended hours, nights or weekends.


I accept the responsibilities of the position, agree to produce the results, perform the work and meet the stated requirements in this Position Description and the Employee Handbook.

Employee Date

Supervisor Date

Human Resources Date

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