Customer Success Associate

Essential Duties and Responsibilities

• Greets visitors, vendors, internal customers in a friendly and professional manner.
• Responsible for the maintenance of the Corporate Reception area.
• Updates the Welcome Monitor with visitors’ information.
• Immediately upon receiving any information from a customer, delivery driver or an EDF internal customer, you must enter it into the system in English.
• Answer incoming calls from internal/external customers and delivery drivers.
• Find a solution for all delivery situations reported by drivers at the moment of delivery.
• Call the customer to confirm delivery once the driver reports through Dispatch Track that the delivery has been complete and is up to the customer’s satisfaction.
• Receive, evaluate and process service requests, delivery claims and warranty related issues.
• Create, schedule and follow-up on credit memos, exchanges, service orders or parts requests resulting from warranty claims or delivery calls.
• Assist EDF online customer service chat.
• Receive, review and distribute technicians service reports.
• Process weekly charge backs related to technician services.
• Provide feedback and process improvement suggestions to streamline daily tasks.
• Respond to all emails in a period of 24 hours.

Qualifications

• Excellent problem-solving skills.
• Good listener with excellent communication skills.
• Excellent phone etiquette, with ability to tactfully handle a call from upset customers in a professional manner.
• Excellent organizational skills.
• Fast learner, resourceful, flexible, able to prioritize and meet deadlines.
• Able to identify and anticipate customer needs.
• Possess the ability to make customers feel important and appreciated at all times.
• Ability to work with limited information.
• Detail-oriented.
• Motivated to work hard and be successful.
• Excellent computer skills. (Excel, Word, PowerPoint, Microsoft Office)
• Perfect attendance.
• Superb communication skills both in English and Spanish
• Excellent spelling and grammar.
• General mathematical knowledge.
• Resourceful and flexible.
• Ability to quickly adapt to process changes.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

Location

• Corporate Office setting.