Provides customer support to consumers via the telephone and/or Internet (e.g. instant message, email). Handles customer inquiries and resolves simple and basic support issues, such as address changes, processing orders, warranty, or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist. Performs other administrative duties as requested.
Provides customer support by phone, email, or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to the proper Product Support department.
Processes a high volume of consumer inquiries of products and services, and resolves a targeted percentage of those inquiries.
Troubleshoots customer problems, identifies the root cause of the problem, and uses tool and resources appropriately to determine how to resolve customer problems.
When unable to resolve the problem in a reasonable amount of time, will escalate to the appropriate resource. Follows up on escalated issues with coaching and mentoring to learn the appropriate solution and expand overall knowledge.
Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
Updates customer information and ensures accurate entry of contact information.
Meets the standards of the job, such as quality standards, adherence to schedule, and average handle time.
May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.
MUST be able to work training shifts that are 6AM-2:45PM and 9AM-5:45PM and a post-training shift with a start time that ranges from 9:30AM-12PM/Noon and an end time that ranges between the hours of 6:30PM-9PM.
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