Job description
The Customer Experience Representative (CER) is the initial point of contact for our customers at Universal Windows Direct. As such, the CER is responsible for managing the positive image, brand and reputation through resolution and investigation of customer questions, concerns and complaints. Our CERs are responsible for managing a high volume of incoming phone calls, as well as responding to customer emails. The Customer Experience Representative will assist customers while ensuring compliance with the policies and procedures of the organization.
ESSENTIAL FUNCTIONS
- Excellent ability to communicate both verbally (over the phone) and in writing (via email, within the customer service software, etc.).
- Ability to manage high volume of incoming calls, balancing efficiency with providing high quality customer service.
- Manages the entire customer inquiry, complaint or concern from start to resolution. Asks probing questions to understand the customers concern, then selects and explains the best course of resolution, expedites corrections where needed, and follows up to ensure completion.
- Collects, enters and verifies new/existing customer information, orders for new or additional products or services, account changes/updates, refunds, and exchanges.
- Oversees and coordinates the Service Technician’s calendar to schedule services for customers. This includes working directly with customers to determine service needs and availability.
- Updates records with all customer interactions, processes customer accounts and files documents related to customers file once resolved.
- Collects balances due, and posts payments to customers accounts.
- Ability to remember, or use resources, to follow communication procedures, scripts, guidelines, and policies.
- Knowledgeable about company products, warranties and terms of sale.
- Participates in customer retention activities, escalating concerns to management when appropriate.
- Performs other related duties as assigned.
POSITION QUALIFICATIONS
EDUCATION
- High School Diploma or equivalent.
EXPERIENCE
- Previous experience in a customer service role, experience working in a call center environment or reception experience seen favorably.
- Excellent computer skills including experience with CRM systems, Microsoft Outlook, Word, Excel, and Teams.
- Experience managing multiple systems, resources, and screens simultaneously, and ability/experience with documenting conversations during phone calls very helpful.
ADDITIONAL REQUIREMENTS
- Positive attitude, self-motivated, follow through, and desire to assist customers.
- Ability to work independently and as a team.
- Consistent and reliable work attendance.
