Summary
Provide care services to clients via phone email and video by handling inquiries accurately and efficiently while meeting productivity and quality objectives. Maintain high operational standards use required systems and collaborate with internal teams to resolve repair and service issues. Follow company procedures stay current on product and departmental information and contribute to improvement initiatives.
Responsibilities
- Respond to client inquiries by phone email and video regarding care services and repairs
- Perform product assessments to determine repairability and create repair orders or provide care information
- Use internal systems such as JD Edwards and CRM to process repairs document interactions and track inquiries
- Handle payment collection quotations customer service issues and complaint resolution with courtesy
- Troubleshoot analyze and research repair issues including coordination with production or store teams
- Meet assigned goals for email and phone quality productivity and performance
- Communicate feedback to Product Assessment Logistics and Client Services teams about received shipments and performance
- Participate in departmental trainings initiatives and improvement projects and make process recommendations
- Adhere to company policies procedures and quality customer service standards
Requirements
- Ideally 3 years of customer service experience
- GED certificate or high school diploma
- Excellent verbal and written communication skills
- Strong organization time management and multitasking abilities
- Client centric mindset with problem solving and decision making skills
- Ability to learn quickly work independently and as part of a team
- Proactive detail oriented self starter capable of minimal supervision
- Punctuality and schedule flexibility with possible weekend availability
- Familiarity with CRM systems and functional technical skills
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