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Curacao Phoenix - Service Desk Agent

POSITION SUMMARY:

As a service desk agent for Curacao, the primary Responsibility is to perform his/her duty in a way that exceeds our customer’s expectations. Customer Service at Curacao is our number one objective. Each service desk agent plays an important role in reaching this objective by providing the best Customer Service possible in a friendly and courteous manner.

ESSENTIAL FUNCTIONS:

The service desk agent’s goal is to create a superior experience for the customer while in the presence of the service counter. Along other responsibilities, the service desk agent’s duties include the following:

Addresses issues and answers questions for customers bringing in merchandise for return, exchange, or repair. This requires the following:

Listening and responding to customer questions in person and over the phone.
Accepting merchandise up to 50 pounds at the service counter.
Moving the merchandise to and behind the counter of inspection and testing.
Understanding the “Return to Vendor” manual and the Policies of Curacao to decide if the product must be sent to repair or sent back to the manufacturer.

Loads and unloads merchandise from customer vehicles, this requires:

Lifting and carrying products up to fifty lbs. To and from the customer’s vehicles.
Utilizing proper lifting techniques to avoid injury.

Test and tag merchandise to determine if it is in working order. This requires training in the following:

Completing training on basic product knowledge and hookup.
Hooking up products to check their operations.
Imputing information into the computer to create a “Service Order”.
Troubleshooting to determine if customer education is the solution.

Ensures that all merchandise, customer, and stock, is processed correctly and sent out to repair or transferred as needed. This requires:

Transferring merchandise either by manual transfer or by imputing information in the computer to generate a transfer.
Verifying that all products to be sent to service area in the proper location and properly protected from damage.
Confirming that each service estimate is pre-approved by the customer before billing for the repair.
Tracking the receipt of all COD’s paid by the customer.

Takes steps to ensure that all merchandise is protected from damage during shipment to and from the service center. This requires personnel training in the following:

Lifting products (up to 50 pounds) to secure them in protective wrap or a protective blanket.

Completes all other responsibilities as may be assigned to any member of the staff.

POSITION QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Ability to read and understand simple instructions, short correspondence, or memos.
Ability to write simple correspondence.
Ability to speak effectively and communicate information in a one-to-one and small group situation to customers or associates. Spanish is required.
Ability to add, subtracts, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written and oral form.
Ability to deal with problems involving several concrete variables in standardized situations.

SKILLS & ABILITIES

Education

High school diploma or general education degree (GED); or three to six months related experience.

Experience

The candidate must have a minimum of six months experience working in a customer service setting.

Language Skills

Associate must have the ability to speak and understand English and Spanish at a conversational level. Must be able to read and comprehend simple instructions, short correspondence, and memos. Must also be able to effectively present information in one-on-one and small group situations to customers, clients, and other associates of the organization.

Computer Skills

The candidate must have basic computer skills and be able to use a computer keyboard.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of this job. While performing the duties of this job, the associate is frequently working near moving mechanical parts and equipment. This job at times may be stressful due to high workload. The noise level in the work environment is moderate.

PHYSICAL DEMANDS

GENERAL

LIFT / CARRY

PUSH / PULL

Stand

Reach above shoulder

10 lbs or less

12 lbs or less

Walk

Climb

11 – 20 lbs

13 – 25 lbs

Sit

Crawl

21 – 51 lbs

26 – 40 lbs

Handling

Squat or kneel

51 – 100 lbs

40 – 100 lbs

Reach Outward

Bend

Over 100 lbs

N (not applicable) = Activity is not applicable to this occupation.

O (Occasionally) = Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently) = Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly) = Occupation requires this activity more than 66% of the time (5.5+ hrs/day)

Ethics and Values

Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; act in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Perspective

Looks toward the broadest possible view of an issue/ challenge; has broad-ranging personal and business interests and pursuits; can easily pose future scenarios; can think globally; can discuss multiple aspects and impacts of issues and project them into the future.

Drive for Results

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Priority Setting

Spends his/her time and the time of others on what’s important; quickly zero in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; crates focus.

Action Oriented

Enjoys working hard; is action oriented and full of energy for the things he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

Customer Focus

Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Curacao Glassdoor Company Review

3.6