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Customer Support Specialist

TalentBridge Charlotte, NC Full-Time
$15.00 - $17.00 / hour
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Do you have the motivation to thrive and possess excellent communications skills? Do you have a passion for customer support? If so, we are looking to fill an Entry Level Contact Support Representative to work in a corporate environment to manage business accounts.

  

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Ensure beginning to end resolution of all assigned service escalation files for North America Warranty through SAP and ServicePower

• Research the consumer history to gain understanding of service history and use as a foundation for making decisions on resolution

• Make outbound calls to the independent service network to secure service appointments for consumers

• Provide daily reporting to supervisor on final resolution on service escalations worked

• Utilize all available search options to prevent product replacements

• Monitor service call dispatches to ensure consumer service resolution on escalations

• Communicate information on policies and procedures to service delivery network and consumers surrounding warranty coverage

• Communicate servicer trends to leadership team to decrease service coverage and capacity gaps

• Promote teamwork and positive interaction amongst customers, both internal and external

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

• Strong problem solving, negotiation and critical thinking skills

• Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)

• Excellent interpersonal and communication skills (written and verbal)

• Commitment to customer satisfaction

• Ability to adapt to and quickly learn new systems and processes

• Maintains an open mind and has a strong comfort level with change

• Accountable, dependable and punctual

• Demonstrated ability to set priorities, meet deadlines and multi-task

Recommended skills

Leadership
Critical Thinking
Complex Problem Solving
Negotiation
Team Working
Hardworking And Dedicated
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Job ID: HVC

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