Customer Service Specialist

1 week ago

Plano, United States Staffmark Full time
Staffmark Workforce Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices, and appliances located in Plano, TX.

Customer Service Specialist

Position Summary:

MX PL Operation Specialist Team Lead will contribute to the team's growing need for business intelligence, strategic development, customer experience, and related best practices.
  • Maximize customer satisfaction by providing prompt actions to customer's needs and obtain quality photos/data to determine the root cause of the claim to defend or accommodate the customer's claim.
  • Provide efficient solutions to customer-facing agents by developing and operating guides and content.
  • Use various tools/dashboards/systems to quantify the agent's performance of customer care and develop appropriate actions to improve performance and quality.
  • Provide backup support to the Product Safety Operations Manager. i.e. Accommodation approvals, support and responding to email inquiries, PGR, assisting in new hire training, and new claim assignment.
  • Primary PIC for high-profile claims such as media/legal/retail escalations.

Responsibilities:
  • [Customer Experience Management] Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of the customer claim process.
  • Understand claim journeys - ensure data and systems are updated with relevant notes so that all parties can easily understand the history of a customer's claim.
  • Coordinate ideas that may improve systems and processes.
  • Assist in managing operations staff to ensure maximum efficiency and productivity to provide the best possible customer experience, monitor key performance index and individual growth plan to improve agent's performance increasing quality of customer care.
  • [Quality Management] Monitor and review customer calls/tickets for customer care quality control and carry out activities to secure the quality competitiveness of our company and customers. Support new hire training.
  • Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; and preparing and completing action plans.
  • Drive alignment, consistency, and cohesiveness in people practices, team management, and customer service to achieve department and company goals.
  • Oversee all Customer Support integrations in collaboration with cross-functional teams. Improves quality and responsiveness of customer support staff and resources.
  • Identify/resolve the bottleneck of customer care status and resolve with internal/external stakeholders (HQ, RPA, PI, etc.).
  • Maintain a significant level of knowledge regarding customer care technology, operations, processes, procedures, and emerging trends with a focus on implementing best and next practices.
  • Review & maintain policies, SOP (Standard Operating Procedures), and ASP (Guide for Call Center) to keep up-to-date policies and guide agents to use as well as find any conflicted policies to provide resolutions.
  • Monitor and report (alert) specific cases to stakeholders including leadership.

Additional Responsibilities:
  • Case management for CE claims
  • Pending Management (KPI/LTP)
  • Team Lead, Plano (KPI, Performance)
  • QA and training agents for MX
  • Case Tracker Management for a special issue
  • Monitoring/Alerting high-profile cases & safety issues to PM for Leadership reporting (MX)
  • CPSC claim management (Customer care/tracker) (MX)
  • Monitoring FCCM report quality (ACQ/OS Reports)
  • Customer Care Resolution
  • Manage Email Inquiries
  • EnR Approver
  • Special Projects
  • Periodically backup manager
  • Identify/set up target Back Office KPI and align with department/company goals
  • Work to de-escalate customer situations while finding an appropriate solution; involve upper management as needed
  • Resolve customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills
  • Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments
  • Refer unresolved customer grievances to designated departments for further investigation
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken
  • Obtain and examine all relevant information to assess the validity of complaints and to determine possible causes
  • Solicit the sale of new or additional services or products.

Requirements:
  • High school diploma or GED required.
  • 5-7 years of customer service-related experience required.
  • Verbal and written communication skills, attention to detail, customer service skills, and interpersonal skills.
  • Ability to work independently and manage one's time.
  • Ability to accurately document and record customer/client information.
  • Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Staffmark talent working with this client receive competitive compensation and a great benefits package including medical, dental, vision, 401K, and Paid Time Off plus more

After you have applied, download our Staffmark Group WorkNOW App to receive real-time job offers and apply for additional opportunities. You can download it from the App Store or get it on Google Play.

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