Summary
The Digital Care Services Specialist services clients via phone email and video by handling inquiries related to care services repairs and quality. This on-site role requires maintaining operational standards meeting productivity and quality objectives and using key systems to document and resolve client issues.
Responsibilities
- Perform accurate product assessments for repairs and provide care information to clients
- Assess incoming repairs to determine condition and repairability
- Use JD Edwards to access technical data and process repairs when instructions are not provided
- Meet goals for email and phone quality and productivity
- Handle calls including payment collection quotations and customer service issues
- Troubleshoot analyze and research repair issues including production floor research
- Communicate with Product Assessment Logistics and Client Services teams regarding shipments and performance
- Document all calls and email correspondence in CRM ensuring 100% of calls logged
- Participate in trainings improvement projects and make process recommendations
Requirements
- Ideally 3 years of customer service experience
- GED certificate or high school diploma
- Exceptional client centric mindset and interpersonal skills
- Excellent verbal and written communication skills
- Ability to learn quickly work independently and as part of a team
- Strong organization time management and multitasking abilities
- Proactive solution and detail oriented with punctuality and schedule flexibility
- Ability to use required systems and document interactions in CRM
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