• Customer Service Representative

    Job Location US-CA-Gardena
    Job ID
    2018-3687
    # of Openings
    2
    Job Type
    Regular
    Location : Address
    1855 West 139th Street
    Full/Part-Time
    Full-Time
  • Job Description

    PURPOSE OF POSITION

    As a Customer Relations Represenatative your patience, listening skills, attention to detail, and positive attitude are the foundation of an outstanding customer experience. Every Customer Relations Consultant plays a vital role in the overall performance of the department and company. We come to work focused, active and ready to make a difference with each internal and external customer. We deliver what we promise and on time. We value trust, integrity and treat people with respect. We will make every customer say, “Wow!” From being a helpful voice on the phone to being armed with a deep knowledge of all product offerings, you’ll have confidence in answering questions and resolving customer service issues with ease.

     

     

    ESSENTIAL DUTIES AND RESPONSIBILITIES

    • Professionally answers all incoming phone calls, emails and chat from customers and store personnel. Notate every conversation in GERS or other programs, as directed.
    • Provides excellent service by exhibiting a positive attitude and enthusiasm toward the job and company.
    • Effectively processes exchanges, returns, service tickets, Warehouse Service Requests (WSR), hot tickets, parts orders, gift cards, MCR/MDB, ADS/ADP transactions, create/correct SAL and create new custoemrs in CUSM. Notate every conversation in GERS or other programs, as directed.
    • Internal tasks or general processing is time sensitive and must be completed on the same day.
    • Responds to emails and voicemails from internal/external customers and business partners within 2 hours.
    • Follows up on Parts/Service requests within 24 hours.
    • Follows up on customer photos, located in Picasa, within two business days.
    • Compensation authority limit is $300. Any amounts over your authority must be approved by a Lead Consultant up to $500 or management for amounts over $500. Notate every conversation in GERS or other programs, as directed.
    • Utilizes resources such as Google Drive, SharePoint, internet/intranet and training manuals to ensure the customer receives consistent messaginig and we achieve a one call resolution.
    • Reads all ZAP emails and attends all Department and QC Huddles to keep up with current company policies/procedures/programs.
    • Performs side-by-sides and half lives, as well as trains new consultants as directed by management.
    • Attendance is paramount. You must be here every day and on time. Schedule adherence is vital to our incoming call environment. Any break, lunch or administrative time taken out of your normal schedule must be approved by management.
    • All other duties as assigned.

     

     

    POSITION SPECIFICATIONS

     

          Education & Formal Training

    • High School diploma or equivalent.
    • Must be over the age of 18.

     

    Reasoning Ability

    • This position requires the ability to problem solve complex situations in an effective and efficient manner.
    • Ability to determine and shift priorities quickly.

     

    Communication Skills

    • Excellent oral and written communication skills.
    • Strong interpersonal skills and ability to build positive working relationships.

     

    Work Environment

    • Flexible to work various call center schedules, including Saturday and Sunday.
    • Noise level in the work environment is usally quiet to moderate.
    • Must be able to concentrate in an intense, fast-paced environment with numerous distractions.
    • Flexible to work various call center schedules, including Saturday and Sunday.

               

    Experience & Skills

    • Minimum of two years of call center Customer Service experience (furniture or retail chain call center experience preferred).
    • Professional phone voice, excellent listening skills, patience and ability to handle a fast-paced call center environment.
    • Proficiency in Gmail, Google Drive and all Google applications; ability to adapt to additional internal applications.
    • Must be able to type a minimum of 45 wpm.

     

     

    PHYSICAL REQUIREMENTS

    • Requires many hours working in front of a computer and extended periods of telephone work.
    • Visual acuity (8-10 hours viewing a computer).
    • Strong sensory skills, such as good eyesight, good hearing, and dexterity.

     

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