What are the responsibilities and job description for the UWD - Customer Experience Representative position at Great Day Improvements: A Family of Brands?
Overview
Universal Windows Direct - Customer Experience Representative
IN OFFICE POSITION - LOCAL CANDIDATES ONLY
The Customer Experience Representative (CER) is an integral part of our success. This role is responsible for managing the positive image, brand and reputation through resolution and investigation of customer questions, concerns, and complaints.
Our CERs are responsible for managing a high volume of incoming phone calls, as well as responding to customer emails. Our support team will assist customers while ensuring compliance with the policies and procedures of the organization.
Responsibilities
- Excellent ability to communicate both verbally (over the phone) and in writing (via email, within the customer service software, etc.).
- Ability to manage high volume of incoming calls, balancing efficiency with providing high quality customer service.
- Manages the entire customer inquiry, complaint, or concern from start to resolution. Asks probing questions to understand the customers concern, then selects and explains the best course of resolution, expedites corrections where needed, and follows up to ensure completion.
- Collects, enters, and verifies new / existing customer information, orders for new or additional products or services, account changes / updates, refunds, and exchanges.
- Oversees and coordinates the Service Technician's calendar to schedule services for customers. This includes working directly with customers to determine service needs and availability.
- Updates records with all customer interactions, processes customer accounts and files documents related to customers file once resolved.
- Collects balances due, and posts payments to customers' accounts.
- Ability to remember, or use resources, to follow communication procedures, scripts, guidelines, and policies.
- Knowledgeable about company products, warranties, and terms of sale.
- Participates in customer retention activities, escalating concerns to management when appropriate.
- Performs other related duties as assigned
Qualifications
ADDITIONAL REQUIREMENTS
Experience :
Work Location : IN OFFICE
UWD is an Equal Employment Opportunity Employer
INDUWDR
