Job Description:

Answer incoming calls from customers to take orders, answer product inquiries and program questions, handle complaints, troubleshoot problems, and provide information. 

• Identify, troubleshoot and resolve customer challenges including follow-through to ensure customer satisfaction. 
• Convert customer cancellation requests to the continuation of services (also known as saves). 
• Move customers to a higher level of product or service when appropriate (also known as upsells). 
• Customer Care Support | Contact Center Support demonstrates the application of knowledge of products and services to customers. 
• Problem-solve and properly execute company/client policies while creating a positive customer experience. 
• Identify and escalate priority issues to appropriate team members. 
• Complete after call support functions which include the processing of orders, forms and applications, call disposition and resolution reports/logs as well as required clerical processes and interfacing with other departments. 
• RMA support including transaction updates and appropriate disposition 
• Quote Management including quote creation with prescribed TAT 
• Initiate and coordinate activity for non-conforming products with prescribed TAT post receipt of materials 
• Webform Processing of customer requests 
• Stock status reporting 
• Understand operating systems including order processing, data setup, reporting, online ordering system, and telephone support. 
• Support and maintain corporate quality standards, policies, practices, and work instructions. 
• Standard call center metrics, including support availability and call wait times to achieve SLA compliance. 
• Acceptable security and compliance requirements are met, as required and agreed.