What are the responsibilities and job description for the Annual Service Agreements Inbound Agent position at Acorn Stairlifts, Inc.?
Annual Service Agreements Inbound Agent
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POSITION SUMMARY
The Annual Service Agreement Inbound Agent is responsible for directing inbound calls to the appropriate annual service agreements agent.
ESSENTIAL FUNCTIONS
- Responsible for answering all inbound calls from clients inquiring about Acorns Annual Service Agreement and directing the call to the assigned Agent
- Escalates customer complaints
- Document client contact and outcome in client database.
- Routinely checks the department’s general voicemail box and forwards messages to the assigned agent.
- Observes all health/safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
- Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
SKILLS
- Must be comfortable using applications Microsoft Office, Windows PC; Must be able to navigate and research on the Internet
- Ability to effectively present information and respond to questions from clients, customers, and the general public.
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume; apply concepts of basic algebra and geometry.
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
ATTRIBUTES
- Telephone etiquette, maintain a positive, empathetic and professional attitude towards customers at all times.
- Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
- Excellent verbal and written communication skills.
- Works with the team; contributes to positive team environment
- Approaches others in a tactful manner; Reacts well under pressure; Accepts and adapts to frequent change.
- Works with integrity and ethically; supports organization’s culture, goals, and values.
- Adheres to work schedule.
- Ability to apply analytical thinking
EDUCATION/ EXPERIENCE
High school diploma or general education degree (GED); and one to three years related experience and/or training; or equivalent combination of education and experience.
PHYSICAL REQUIREMENTS
Must occasionally lift and/or move up to 10 pounds
Regularly required to sit, speak, and listen; occasionally required to stand.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
The noise level in the work environment is usually moderate
NOTE: This job description is not intended to be all-inclusive.
Acorn Stairlifts is an Equal Employment Opportunity company
