Call Center Representative - Part Time - Swansea MA

Call Center Representative I - Part Time - Swansea MA

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Job Summary:

To ensure customer satisfaction by resolving all issues as they arise and proactively managing customer expectations with the goal of preventing concerns.

• Manage and answer a large amount of inbound and outbound calls and electronic messages in a professional, timely and satisfactory manner and resolve all questions, requests and changes to ensure the highest level of customer satisfaction.
• Follow communication "scripts" when handling different topics.
• Identify customer needs, clarify information, research every issue and provide solutions and/or alternatives.
• Resolve product or service concerns by clarifying the customer's complaint, determining the cause of the concern; selecting and explaining the best solution to solve the concern; expediting correction or adjustment; following up to ensure resolution.
• Seize opportunities to upsell products or services when they arise.
• Build sustainable relationships of trust through open and interactive communication and engage customers by taking the extra mile.
• Promptly respond to all e‑mails and complete tasks associated with them.
• Schedule and create delivery/services while making sure of account accuracy (address, contact information, delivery/service instructions).
• Follow‑up with customers regarding their calls, letters or e‑mails regarding their concern in a timely manner to resolve any and all customer issues.
• Ensure all required customer and merchandise information including customer's concerns is accurately documented in the company's operating computer system.
• Determine appropriate action for the customer by investigating if the merchandise is under warranty and which warranty applies or, if the merchandise can be repaired.
• Responsible for contacting the manufacturer or warranty company regarding warranty questions.
• Determine who is responsible for the cost of the service call.
• Schedule and create even exchanges, return authorizations and in‑home service orders accurately in the system.
• Schedule appointments for service calls to customer's homes, receive and document calls from in‑home service technicians when they have completed a call or delivery.
• Ensure notes on service calls are kept up to date in the system at all times, follow up with customer to ensure the service call was completed satisfactorily; document in the system.
• Order parts and monitor parts orders with factories.
• Review weekly open service calls report, make follow‑up calls to customers.
• Coordinate in‑store repairs by setting up appointments for pickup and delivery.
• Keep abreast of new or changes in manufacturers’ and Cardi’s warranty programs, and where to locate warranty information.
• Communicate effectively the features and benefits of the warranty programs.
• Interact with other departments as necessary to resolve, prevent problems and improve existing procedures and systems.
• Show patience, compassion, and empathy. Control own emotions when dealing with an unhappy customer and maintain professional and call demeanor and voice throughout the entire interaction.
• Reports promptly errors found to management and assists, if necessary, in resolving the errors.
• Provides feedback to management for possible improvements.
• Attend all training and department/company meetings to improve knowledge and performance level.
• Meet personal/team qualitative and quantitative targets.
• Assists with training and development of other associates, including on-the-job training for new associates.
• Participates in training sessions, which will improve and reinforce own knowledge and skills.
• Attend department and company meetings as required.
• Translating with non‑English speaking customers if able.
• Compl­l etes all documentation neatly, accurately and timely.
• Complies with all applicable company health, safety and quality standards, policies, procedures, rules and regulations.
• Reports to management potential safety issues, hazards or violations.
• Assists in maintaining security by reporting suspicious…