Spec - Service Solutions

JOB SUMMARY

Responsible for taking inbound Customer Service calls. Provide a solution based approach with each customer interaction including: scheduling moves, providing expertise knowledge and guidance, thoroughly answering questions and resolving/escalating any concerns the customer might face with accuracy and efficiency.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Perform repetitive duties daily involving the operation of a sophisticated phone system and proprietary software program
• Active listening techniques to ensure full understanding of the customers’ needs
• Ability to work required overtime as needed
• Provide accurate, valid and complete information to the customer by using the right methods/tools
• Ability to take a variety of call types, including sales calls as required to meet business needs
• Provide feedback/trends on escalated issues in an attempt to minimize any negative impact on the Brand or Customer Experience
• Provide professionalism in tone, grammar and written content to ensure an exceptional customer experience and adherence to brand standards
• May perform other duties and responsibilities as assigned
• Communicate directly with Franchise and Corporate location staff to ensure a seamless order entry process
• Contact channels include but are not limited to inbound calls, outbound calls and live chat
• Meet or exceed minimum performance standards as set forth by management including, but not limited to conversion, adherence to schedule, average handle time, quality and customer satisfaction
• Managing incoming customer inquiries/requests
  • Contact channels include but are not limited to inbound calls, outbound calls and live chat
• Ensure accurate/complete data is notated for each customer interaction (scheduled dates and address, notes, customer data, move specifics/notes)
• Provide solution based support to customers to ensure quality service.
  • Active listening techniques to ensure full understanding of the customers’ needs
  • Ensure accurate/complete data is notated for each customer interaction (scheduled dates and address, notes, customer data, move specifics/notes)
  • Provide accurate, valid and complete information to the customer by using the right methods/tools
  • Provide professionalism in tone, grammar and written content to ensure an exceptional customer experience and adherence to brand standards
• Ability to work schedules as determined by management to meet business needs

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management. Direct supervisor job title(s) typically include: Sup - Sales and Service Center Operations
• Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management).

JOB QUALIFICATIONS: Education & Experience Requirements

• High School Diploma or GED
• Or an equivalent combination of education, training or experience
• 1 - 3 years call center customer service experience preferred
• Possess math skills sufficient to perform required duties