Mgr III - Internal Audit

Job Summary

Responsible for providing their customers with exemplary service and a commitment to improving the customer experience. Customer Advocacy is a high performance, customer-focused team that interacts with multiple departments throughout PODS.

Essential Duties And Responsibilities

• Take ownership and/or create customers cases and work them through to resolution; including any additional issues identified throughout the process
• Prioritize escalated situations to ensure situation is cared for in a timely manner, limiting the impact to the customers experience and future escalations with that customer
• Communicate directly with customers along with Franchise and Corporate staff/departments regarding escalated issues in an attempt to resolve open issues and provide a seamless PODS experience to the customer
• Knowledgeable on company Sales and Service processes, specialty focus on Service, Logistics, Locations and Military customer needs
• Support E-Commerce and Marketing Team. Respond and resolve Social Media activity to ensure CSAT
• File and Oversee CPO Claims Process. Including but not limited to creating claim incidents, communicating with protections/insurance providers and adjustors.
• Compile and create CPO reports to include sales, incidents, claims and losses by location for trending
• Process CPO Monthly Remittance stats
• Research all aspects of customer cases through available channels and tools
• Determine resolution based on findings, customer's experience and using sound judgment
• Maintain a balance between company policy and customer benefit in decision making
• Handles issues in the best interest of both customer and company. Resolutions may include the processing of payment back to the customer, providing discounts to current or future orders
• Ability to assess and identify root cause and proceed with appropriate action to resolve matter at hand
• Ability to de-escalate a situation and offer solution to both customers and/or Franchise partners
• Maintain and fulfill follow up commitments during resolution process through completion
• Ensure lines of communication are kept open and continue efforts with all parties involved until matter is resolved
• Accurate and thorough documentation and tracking on all incidents
• Including but not limited to: case notes, customer communications, documentation to/from customers including attachments, reviewing findings, resolution and processing of payment when applicable
• Provide feedback/trends on escalated issues in an attempt to minimize any negative impact on brand or customer experience
• Provide feedback to appropriate management on errors/issues to improve agent development and growth
• Ability to run and review reports, maintain departmental spreadsheets for tracking purposes
• Departmental confidentiality is required at all times
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Ability to interpret, navigate all internal systems related to function: RBMS, OE, AX, CXM, and others as needed
• May perform other duties and responsibilities as assigned
  
  

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management. Direct supervisor job title(s) typically include: Supervisor, Sales/Service Center Operations
• Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)
  
  

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

• RESEARCH AND RESOLVE:
• DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
• SOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions
• INFORM: Able to keep all appropriate parties up-to-date on decisions, changes and other relevant information
• LISTEN: Able to actively listen and convey understanding of the comments and questions of others; Able to understand the situations, viewpoints and feelings of others before expressing own view
• SPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understanding
• QUESTION: Able to use effective fact-finding techniques to discover all relevant information; Able to ask questions that are not leading or biased; Able to challenge assumptions
• BE STRAIGHT-FORWARD: Able to communicate directly (to-the-point) and rely on fact-based positions; Able to avoid the use of ambiguous language or statements that contain hidden or double meanings; Able to avoid being deceptive
• BUILD AND MEND RELATIONSHIPS: Able to use appropriate interpersonal styles and communication methods (both verbal and non-verbal); Able to show consideration for the feelings and needs of others; Able to show awareness of the impact of own behavior on others; Able to recognize when relationships are damaged and take action to improve them
• INFLUENCE: Able to use effective communication and interpersonal skills to convince others to accept ideas or goals (with or without the formal authority of a higher position);Able to gain agreement and commitment from others to support and implement methods or processes
• COLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organization
• MAINTAIN COMPOSURE: Able to stay calm and even-tempered when handling a crisis or stressful situations; Able to recognize and respond effectively to unexpected situations or adverse conditions
• RESOLVE CONFLICTS: Able to bring conflict into the open and use it productively to enhance the quality of decisions; Able to arrive at constructive solutions while maintaining positive working relationships with those who disagree; Able to help others resolve disputes and reach agreement
• ACT WITH INTEGRITY: Able to demonstrate uncompromising adherence to ethical principles; Able to demonstrate honesty in all actions; Able to admit and correct mistakes promptly; Able to assume full responsibility and accountability for own actions
• ADAPT: Able to maintain effectiveness by changing personal behavior and work routines /habits in response to new circumstances and requirements
• SHOW DIVERSITY AWARENESS: Able to be aware of diversity in the workforce and customer base; Able to understand cultural differences and perceptions; Able to show acceptance of, and respect for, the differences in others; Able to avoid intolerance or encouragement of behaviors that devalue an individual because of differences
• BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor
• BE RESOURCEFUL: Able to be willing to adapt to shifting priorities, multiple demands, ambiguity, and rapid change; Able to develop new approaches to work systems or problem-solving; Able to maximize use of available resources to achieve the best results consistent with company objectives; Able to know who to go to and make use of others' expertise
• DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
• DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company’s policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards
• PROFICIENT COMPUTER USER: Able to keyboard, navigate a desktop, type, perform data entry and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate general office equipment including company telephone system
  
  

JOB QUALIFICATIONS: Education & Experience Requirements

• High School Diploma or equivalent. Associate degree preferred
• 3 – 5 years experience working in a high volume call center or three years in a customer service related environment
• Minimum 2 months experience working in a business to business environment preferred
• Possess math skills sufficient to perform required duties
• Or an equivalent combination of education, training or experience