This position provides exceptional service to customers and/or merchandisers over the phone or via the web by using a consultative approach that reflects the culture and philosophies of the client. The position will handle questions or issues regarding product, respective shipments and concerns with value added services. The customer care representative will work with consumers, internal departments, as well as their partners to solve the issues and answers questions.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Consults with customers over the phone or via the web following client processes and procedures processing information, orders, requests, or comments in an efficient manner.
Learns and utilizes client software and client’s partners systems (primarily web-based) and sells and/or services client products according to established performance guidelines.
Demonstrates excellent communication and computer skills.
Establishes and develops relationships with client personnel, client partners and co-workers.
Resolves customer problems and complaints with a sense of urgency.
Takes ownership of issues or questions and will escalate problems to the appropriate person and follow up accordingly to the customer.
Follows up on contacts to ensure customer satisfaction.
Accurately captures data and inputs to Client and Alta systems.
Serves as company ambassador delivering quality product information and assistance.
Recommends ideas for process improvement to manager.
Performs essential duties in a way that is consistent with client culture, philosophies, and policies in an effort to build their brand/s and sales.
There are no direct leadership responsibilities for this role.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. have technical experience in the Audio and Video field, have above average knowledge of home entertainment setups, DVD and Blu-ray players to include experience with home electronics or high technical aptitude, and experience working with computers and media players.The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The individual must be very customer focused; exceptional listening skills are a must.
EDUCATION and/or EXPERIENCE
High School diploma or equivalent (HSED, GED) is required; 1 or more years experience some in a call center, customer service, or retail environment is helpful.
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology that includes: Intermediate knowledge of Word and Excel, along with Client and Alta designated software. Also individuals must posses the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources