The basic function of the Customer Service Representative (CSR) is to receive, investigate, and respond to all customer inquires via telephone, email, or live chat. Each call is to be handled in a professional and helpful manner with the aide of the computer programs and problem solving techniques. Each CSR must comply with company policies and procedures.
DUTIES AND RESPONSIBILITIES:
Primarily responsible for providing effective customer service for all customers by utilizing excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service Department. By implementing the following duties and responsibilities and by performing related assignments as required, the Customer Service Representative will be able to provide an exceptional level of support to both our customers and to the Service Organization.
•Answer inbound telephone requests (or email as directed) for assisting with matters pertaining to service, product knowledge and other related inquiries from customers
•Perform outbound calls (Vendors, Service Providers, hhgregg stores) as follow-up to serve customer needs
•Assist in restoring customer confidence in hhgregg
•Maintain accurate product knowledge
•Maintain poise with internal/external customers and assist in resolving various issues or concerns
•Keep workspace neat, organized, and free of debris
•Complete all job assignments efficiently and effectively
•Maintain reference material by updating with the most up-to-date and accurate information
MINIMUM QUALIFICATIONS & SKILLS:
•Must have a high school diploma or GED
•Must be detail oriented and organized
•Excellent communication skills including grammar, voice, and diction
•Excellent customer service skills (friendly, courteous, and helpful)
•Ability to read and interpret documents such as operating and maintenance instructions and procedure manuals
•Basic computer and keyboard skills; MS Office knowledge a plus
•Ability to work in a fast paced, high-stress environment
•Must be extremely reliable and possess excellent time management skills
hhgregg (NYSE: HGG) is a leading specialty retailer of home appliances, consumer electronics, home entertainment furniture, mattresses,...