Description

Under limited supervision, handles a variety of incoming customer calls and fulfills customer needs to ensure customer satisfaction. May respond to e-mail inquiries. Calls are non-routine and require deviation from standard screens, scripts, and procedures.

Handles situations which may require adaptation of response or extensive research according to customer response. 

Resolves problems escalated through lower staff levels. 

Coordinates with a wide variety of functions within the company and provides liaison with customers during post delivery times. Typical activities may include reviewing warranty claims, discussing product capabilities and problems in light of customer needs, and providing special pricing for non-standard warranty items and repairs. 

Resolves problems and discrepancies regarding shortages, over shipments, defective products, repairs and the like.
Resolves return credit problems. 

Uses computerized system for tracking, information gathering, and/or troubleshooting. 

May perform activities within product service, repair, consumer relations, warranty claims and similar areas. 

May provide work leadership to lower level customer service staff. 

May assess needs and suggest/promote alternative products or services. 

Customer service is the primary function, but may include minimal selling or promotion of products or services.

Requirements

Requires a high school diploma or an equivalent combination of education and experience. 

A bachelor's degree or equivalent is preferred.

Requires at least 4 years related experience.

Excellent written and verbal communication skills, including effective listening skills. 

Ability to learn and understand technical terminology. 

Must be able to work in a fast - paced goal-oriented environment. 

Able to handle multiple tasks, stay organized, and focused on details. 

Requires extensive knowledge of the organization, products and services. 

May require advanced problem solving.

Requires ability to navigate a computerized data entry system or other relevant applications.