This position supports the business unit by expediting and resolving escalated service issues to ensure customer satisfaction. This role is performed in a small call center setting with special focus on customer accounts that are approaching collections status but can be resolved and retained through excellent customer service.
Job Responsibilities
1. Researches and resolves escalated customer service or sales issues from customers, branch management, business unit senior leadership, or corporate communications; Documents all communication accordingly.
2. Communicates verbally and in writing (e.g., voice mail, e-mail, letter, etc.) with internal and external customers, including contractors, branch associates, senior leadership, etc.
3. Performs data entry and account management updates such as importing loans, account classifications and account documentation; inputs, evaluates and processes agreements for customer account set up
4. Approves, within defined guidelines or escalates recommendations needed to resolve customer accounts.
5. Processes any necessary paperwork to resolve service issues, including cancellations, reimbursements, adjustments, concessions, allowances and/or written communications, etc. with internal and branch associates
6. Partners with Field Sales associates to assist with customer resolution, research or upsale/retention opportunities.
7. Completes other projects/tasks as assigned by supervisor/manager
Job Requirements
1. High school diploma or general education degree (GED) required
2. 2-4 years of customer service experience and/or training required, or an equivalent combination of education and experience
3. Experience resolving escalated customer service issues strongly preferred
4. Knowledge of contract coverage, including systems and appliances
5. Knowledge of business unit policies and procedures
6. Customer service and conflict resolution
7. Computer skills (Microsoft Word, Excel, Outlook)
8. Problem solving and decision making
9. Attention to detail
10. Multi-tasking
11. Adapt to a fast-paced environment
Physical Demands and Working Conditions
The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Incumbent must be prepared to:
• Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.
• Sitting for long periods of time while using office equipment such as computers, phones and etc.
• Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
• Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.
Incumbent is required to have:
• Close visual acuity to perform detail oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm’s reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.
Incumbent will be subject to:
• Inside working conditions: The change of building environment such as with or without air conditioning and heating.
ServiceMaster is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.
An Equal Opportunity/Affirmative Action Employer – of Minorities/Females/Veterans/Individuals with Disability/Sexual Orientation/Gender Identity.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
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