Do you have a passion for customer service?
Are you self-motivated, positive, and solution focused and ready to take on a new challenge?
If so we are looking for you....
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.
Additional Qualifications Include:
Demonstrate working knowledge of computers in a Windows bases environment;
Demonstrate advanced telephone skills. Previous call center experience preferred.
High School diploma or GED required.
Interact and participate as a team member.
Ability to adapt to a fast paced, changing environment.
Ability to remain calm under pressure.
Ability to show compassion/empathy to internal and external customers.
Essential Duties and Responsibilities
Answer incoming customer service calls and resolve all questions, requests and changes to ensure the highest level of customer satisfaction.
Answer incoming calls to assist in internal customer service.
Conduct follow-up calls to customers in a timely manner to resolve any and all customer issues.
Enter account notes that describe in detail customer situations and how they are being resolved.
Interact with other departments as necessary to resolve, prevent problems and improve existing procedures and systems.
Assist with training and developing of new customer service representatives.
Show patience, compassion, and empathy.
Accounting skills, problem solving skills, professional communication skills; be able to creatively think of solutions to better serve the needs of our customer.
Be able to communicate clear precise information to various departments to in turn provide better service to the customer.
Schedule service or exchanges when needed through HOM and outside services.
Update customers regarding delivery and service appointment time frames.
Attend training to gain advanced knowledge of manufacture's warranties as well as HOM Guard warranties. (Answer any questions our internal/external customers may have regarding our warranty).
Attend all training events and Contact Center department meetings.
Promptly respond to all e-mails and complete tasks associated with them.
Complete all assigned reporting.
Schedule delivery/services while making sure of account accuracy (address, contact information, delivery/service instructions ).
Schedule pick-up for customer product at various locations
Meet department logged phone standards of 80% or higher
Complete all additional work/projects as assigned by management.
Require skills to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Possess skills to speak effectively before groups of customers or employees of organization. Demonstrate the ability to communicate in English, both verbally and in written format.
Education and/or Experience
Must have or be currently working towards a high school diploma or general education degree (GED); and a minimum of 1 year of related experience and/or training.
Mathematical aptitude to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Also requires skills to compute rate, ratio, and percentage and the ability to draw and interpret bar graphs.
Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to stand; sit; and use hands to finger, handle, or feel. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 30lbs. Specific vision abilities required by this job include, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee occasionally works near moving mechanical parts and is occasionally exposed to fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually low.
HOM Furniture - 2 years ago