Customer Response Center Representative (Retail)

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Job description

The CRC Representative will perform customer front-line communication for all service and installation related issues and requests. Adhere to Standard Operating Procedure's (SOP) and customer-specific special handling requirements via phone, email and web-based requests. Evaluate entitlement and create appropriate product exchange or on-site technician service requests at a highly efficient level.

Duties and Responsibilities:
•Schedule incoming calls and Emails in an effective efficient manor, as to meet specific SLA's. •Navigate through multiple 3rd party portals. •Communicate effectively with RSST coordinators. •Reach and exceed goals and measurables set forth by the department. (Ex: AUX, ACW, Avg call times, Email response times, ASA, delays, case output). •Troubleshoot calls to achieve "First time phone fix" goal.
• Partner with the field personnel as needed to deliver the company vision, mission and values.
• Liaison between our external customers and all internal personnel including but not limited to field personnel, technicians, sales and other various departments.
•Create and direct technicians service schedules to ensure optimal productivity and customer commitments are met.
•Relied upon to be the primary support for answering both internal and external customer inquiries to maximize customer satisfaction.
•Accurately and quickly utilize computer-based systems as necessary.
•Follow all policies and procedures required per SOP.
•Participates and succeeds at job-related training sessions and seminars as required.
•Attend required staff meetings.

•Exhibits professional conduct in accordance with all expectations of any and all policies and procedures pertaining to employment.
•Attendance and reliability is critical for personal and operational success.
• Subject to mandatory overtime and/or holiday scheduling as business needs dictate.
• Must be able to work nights.
• Perform additional related work as required based upon business needs.
**Minimum time of 12 months in role will be required before being eligible for a lateral role or promotion. Leadership has the discretion to override when business needs are deemed necessary.
Knowledge, Skills and Abilities:
Experience: Coordinator, Dispatch, Logistics, Scheduler, or Inventory/Materials management experience preferred

•Proficiency using MS Excel/Office Products
•Excellent customer service and organizational skills.
•Ability to communicate professionally with executive level customers and team members with tact and diplomacy.
•The ability to make business decisions within guidelines without direct oversight.
•Sound judgement and decision making skills.
•Time Management and Prioritization skills
•Problem solving skills
•Detail oriented
•Change agent ~ ability to adapt to change
•Ability to multi-task
•Composure
•Flexibility
•Ability to work efficiently independently and as part of a team.
•Ability to read maps
•Ability to sit, read a computer screen and wear an over-head or over-ear headset for long periods of time.

Eligibility Requirements
•High school diploma or equivalent.
•3-5 years of previous customer service or call center experience.
•Technical competency with Microsoft office apps.