Customer Care Representative

1 month ago

Elkhorn, United States EDELMAN LLC Full time
Job DescriptionJob DescriptionDescription:

Job 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 follow-through.
  • Ability to perform multiple tasks in a fast-paced 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 5-10 pounds.
  • Have good visual acuity and sufficient auditory functioning to operate computer-aided call management hardware, software and communications equipment.
  • Ability to work extended hours, nights or weekends.
Requirements:


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