Job Description
Essential Functions and Responsibilities
- Assists with issues that are escalated due to customer dissatisfaction, no or delayed response by the original Account Manager or for any other reason.
- Takes reassigned accounts when needed to ensure proper resolutions and customer satisfaction.
- Researches and responds to all Attorney General, Better Business Bureau and Credit Card disputes.
- Assists with new hire and continuing training for the department and for other departments that interface with customer service.
- Assists with the development and continual revision of an operations/training manual for the Customer Service department.
- Resolves customer dissatisfactions by planning and directing the receipt, investigation, evaluation, and settling of complaints and claims; following up with customer; personally resolving difficult situations.
- When issues arise through manufacturer defect or delivery damage, note any allowances issued accordingly so that the responsible party is held financially accountable through FAS entries.
- Review technician invoices when received to ensure charges are paid by the appropriate party.
- Maintains inter- and intradepartmental workflow by fostering a spirit of cooperation.
- Contributes to team effort by accomplishing related results as needed.
- Manages given accounts.
- Relays necessary information to the customer that comes from internal departments at FLS.
- Answers and returns all phone calls and messages on a consistent basis.
- Works task manager on a daily basis.
- Records all necessary information in Service Pro.
- Responds to customers on the premises when necessary.
- Responds to and distributes action request forms to and from other departments/individuals.
- Communicates with the Sales Support Manager when additional assistance is needed from sales.
- Generates a pick-up/work order/exchange when necessary.
- Generates allowances, credit memos, and claim forms.
- Performs various related duties as required.
- Arrive punctually and consistently for work for normally scheduled eight-hour days, five days a week. Additional hours may be required as needed.
- Other duties assigned by supervisor.
- Be open to suggest any ideas for improvement.
- The job duties are not limited to the items as described above, duties can be added or
changed at any given time.
Competencies
- Accountability
- Communication
- Customer Focus
- Integrity
- Problem Solving
- Teamwork
Required Education and Experience
High School Diploma or equivalent with seven or more years of customer service experience.
Preferred Education and Experience
- College degree preferred
- 7+ years’ experience working in Customer Service or related field.
Education
Required- High School or better
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