Resolution Expeditor-1

Customer Service Associate

Position Purpose : The associate in this position takes inbound communication from both internal and external customers via telephone, letters, e-mail and / or social networks. Provides excellent customer service via active listening and professional communication. Identifies, categorizes and resolves root causes of customer issues including technical support on installations and parts inquiries. Identifies problems that he / she cannot resolve and escalates them to appropriate leader within the department. Takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available.

Key Responsibilities :

• 80% Customer interaction including inbound customer concerns, outbound customer follow-up and issue resolution.
• 20% Customer issue resolution including follow up to internal and external resources.
• Other activities as assigned by leadership.

Direct Manager / Direct Reports :

Supervisor Customer Care

1. No direct responsibility for supervising others.

Travel Requirements :

Typically requires overnight travel less than 10% of the time.

Physical Requirements :

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions :

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications :

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Preferred Qualifications :

Associate's degree

Proficient in SAP / CRM, IBM, and Outlook and navigation of common web applications

Retail experience to include suggestive selling skills

Home improvement experience

Technical aptitude for troubleshooting

Ability to partner with internal and external business partners

Minimum Education :

The knowledge, skills and abilities typically acquired through the completion of a high school diploma and / or GED.

Preferred Education :

No additional education

Minimum Years of Work Experience :

Preferred Years of Work Experience :

No additional years of experience

Minimum Leadership Experience :

None

Preferred Leadership Experience :

None

Certifications :

None

Competencies :

Negotiating / Influencing skills

Excellent verbal and written skills

Attention to quality and detail

Microsoft Windows / Office proficient

Proficient typing / keyboarding skills

Multi tasking capability / Time and Case Management skills

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.