Customer Experience Agent II

Employment Type Full time

Compensation $19.25

Compensation Range The compensation range provided is in compliance with state specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience and other factors.

Job Profile Summary The CSR II interacts extensively with our customers to develop relationships including VIP customers such as multi-unit, ensuring ultimate customer satisfaction and returning customers.

Description

QUALIFICATIONS
Education

• High school diploma or equivalent

• 2 years in a Customer Service function

• Customer centric and Internet savvy

• Strong MS Office skills

Experience

• Restaurant supply/commercial food service experience

• Call Center experience

• Salesforce experience

RESPONSIBILITIES

• Proactively communicate to all internal and external related parties to exceed customer’s expectations.

• Able to handle escalated non-management calls.

• Respond timely and accurately to all incoming customer correspondence along with thorough documentation.

• Receives customers' requests by telephone, email or chat, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person.

• Demonstrates ownership of customer requests with follow through, documentation and complete resolution.

• Assists in returns and replacements as needed.

• Analyzes transactions, corrects records, and adjusts errors.

• Provide accurate information regarding pricing and availability of in-stock items.

• Resolves customer questions related to orders, places orders where opportunity is present.

• Maintains 92% minimum average in customer service and sales area quality assurance reviews.

• Has knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.

• Remain current with product knowledge by attending vendor meetings/training and participating in provided training/education.

• Proactively identify and communicate areas of department, training and process improvements needed and for areas of company growth.

• Participate in training support of CSRI where needed.

• Manage time effectively, meet personal and goals and work effectively with other members of the distribution team.

• Report any system or product inaccuracies.

• Follow company policies and procedures.

• Performs additional duties as assigned.

Professional Skills

• Emulates professionalism for others to model. 

• Superior time-management skills.

• Ability to multi-task and stay focused on critical objectives.

• A positive, can-do attitude is a must.

• Able to work in a fast paced, closely integrated team in which customer delight, communication, teamwork and flexibility are essential.

• Ability to write short correspondence.

• Ability to accurately spell.

• Ability to speak and write English in a clear, understandable manner.

• Ability to accurately follow detailed procedures and processes.

• Ability to work with a diverse group of people.

• Ability to work comfortably under pressure.

• Ability to work independently and with a group on various on-going projects simultaneously.

• Must be able to perform basic arithmetic calculations (e.g., addition, subtraction, multiplication, division, and percentage functions.)

• Ability to concentrate for extended periods of time.

• Excellent oral and written communication skills.

• Ability to plan and organize time and projects efficiently.

• Excellent critical thinking and problem solving skills

• Ability to exchange and furnish information requiring detailed explanations and maintain active discussions with customers and other work groups.

• Ability to act in an ethical, honest and professional manner at all times.

• Desire to work independently as well as in a team environment.

• Maintain discretion with all company information regarding customers, pricing, products, and procedures.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Must be able to sit for prolonged periods of time.

• Must be able to bend, reach and stoop occasionally to reach file cabinets, boxes, etc.

• Must be able to look at a computer screen for prolonged periods of time and type.

• Requires the ability to read written instructions, reports and other documentation.

• The employee must occasionally lift, carry and/or move up to 30 pounds.

• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• The employee frequently is required to talk or hear.

• The noise level in the work environment is usually light to moderate.

Working Conditions:

• The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job.

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Applicants must be currently authorized to work in the United States.

Overview Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations. We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We’re looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.

AFFIRMATIVE ACTION STATEMENT Applicants must be currently authorized to work in the United States. We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law. This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.