Duties and Responsibilities
Provide exemplary customer service to internal and external customers
Display a positive demeanor and respect towards internal and external customers,
ensuring all customer interactions support our Customer Comes First Philosophy
Provide quality service to our customers within established quality guidelines
Demonstrate timely and efficient resolution of customer contacts
Exercise empowerment, within guidelines, when accommodating customers Process warranty, gift and evaluation letters accurately and appropriately Manage cases in a
timely manner
Evaluate, research and escalate calls as appropriate
Demonstrate a high level of technical proficiency
Directly support customer requests for pre and post sales/product, repair
information, sales literature and general inquiries for all product categories
Ensure accurate and complete documentation
Build appropriate cases for each call according to guidelines
Submit forms accurately, completely and timely
Demonstrate efficient and appropriate use of resources
Demonstrate an understanding of operating systems
Demonstrate knowledge of consumer electronics
Organize resources, use reference materials properly and assure they are easily
accessible
Develop action plans and research issues in a logical manner
Consistently manage productive time to achieve Call Center goals
Effectively support customer needs within established guidelines Qualifications