Summary
The Digital Care Services Specialist handles client inquiries related to care services via phone, email and video, performing product assessments for repairs and providing care information while meeting productivity and quality objectives. The role operates on a scheduled shift and requires use of CRM and internal systems to document interactions and process repairs.
Responsibilities
- Perform accurate product assessments related to repairs and quality to create repair orders or provide care information
- Assess incoming repairs against store documents to determine repairability
- Use JD Edwards and other systems to access technical data and process repairs
- Handle calls and emails including payment collection, quotations, and customer service issues
- Troubleshoot, analyze, and research repair issues, including production floor research when needed
- Maintain high phone quality, complaint resolution, product awareness, and store relations
- Communicate with Product Assessment, Logistics and Client Services teams regarding shipments and client feedback
- Document all calls and email correspondence in CRM to track inquiries and complaints
- Participate in trainings, improvement projects, and recommend process improvements
Requirements
- Ideally 3 years of customer service experience
- GED certificate or high school diploma
- Excellent verbal and written communication skills
- Strong organization and time management skills
- Ability to learn quickly and perform in a fast paced environment
- Proactive, solution oriented and detail oriented approach
- Ability to work independently and as part of a team
- Exceptional interpersonal skills and ability to interact at all levels
- Punctuality and schedule flexibility including possible weekends
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