Duties
- Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Performs research as needed to resolve inquiries.
- 65% Ensures effective customer relations by responding accurately, timely and courteously to telephone, written, web, or walk-in inquiries.
Accurately documents inquiries.
- 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries.
- Coordinates with other departments to resolve problems. Responds to, researches and / or assists with priority inquiries and special projects as required by management.
- 10% Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and / or other customer comments, and makes recommendations for changes to management.
- Follows through on complaints until resolved or reports to management as needed.
- 5% Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
Maintains all departmental productivity, quality, and timeliness standards.
5% Identifies and promptly reports and / or refers suspected fraudulent activities and system errors to the appropriate departments.
Required Skills and Abilities :
Excellent verbal and written communication skills. Strong human relations and organizational skills. Ability to handle high stress situations.
Good judgment skills. Strong customer service skills. Ability to learn and operate multiple computer systems effectively and efficiently.
- Required Software and Other Tools : Basic computer operating skills. Standard office equipment.
- Preferred Software and Other Tools : Knowledge of word processing, spreadsheet, and database software.
- Work Environment : Typical office environment.
Required
- ORGANIZATIONAL SKILLS
- CUSTOMER SERVICE
- DATABASE
- EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS
- PROCESS IMPROVEMENTS
Additional
- OPERATIONS
- RETAIL SALES
- CUSTOMER RELATIONS
- ADJUSTMENTS
- CUSTOMER SERVICE ORIENTED
- CUSTOMER INQUIRIES
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