Customer Service Representative (CSR)

Will require travel only once to collect the equipment and once to return the equipment

GENERAL FUNCTION

• The Customer Service Representative provides high quality multi-channel (telephonic, chat, email, social media, US mail) support and problem resolution to customers each day, in a manner that meets or exceeds defined department objectives to protect and increase retail revenues and enhance the overall customer experience.
• Additionally, the Customer Service Representative initiates the escalation process for unresolved customer problems.

MAJOR DUTIES AND RESPONSIBILITIES

• Assists customers telephonically and non-telephonically with service and support issues.
• Resolves problems utilizing department tools, resources, business judgment and expertise, and appropriate partnerships with field/stores resulting in increased customer satisfaction and retention.
• Acts as a positive role models by demonstrating continuous performance improvement, solid business skills and support of department and company objectives.
• Ensures productivity, revenue generation, and quality levels are met in order to meet and exceed customer and retail expectations.
• Uses courteous and professional language.
• Works effectively in a team environment.
• Creates a win-win resolution to problems.

BASIC QUALIFICATIONS:

• High School or equivalent is preferred but not REQUIRED
• Ability to produce quality and professional written correspondence with customers
• Ability to demonstrate and perform basic math
• Customer service orientation
• Intermediate PC knowledge, working knowledge of Windows operating systems, proficient with Microsoft Office, fluent with Internet and mainstream web browsers
• Commitment to providing resolution to customer issues on the first contact
• Strong English comprehension and a good command of grammar

PREFERRED QUALIFICATIONS:

• Previous experience in a telephonic or personal customer contact position
• Retail store/field experience