Customer Service Rep - HDMS (Virtual)

The Customer Service Representative provides consultative customer service that consistently meets or exceeds Company standards of excellence and customer expectations. The position is directly responsible for creating an effortless customer experience for external and internal customers by phone. Position is also directly responsible for product inquiries, appointment scheduling and verification, providing support to our store and field partners and customers, as well as customer conflict resolution and escalation. Position takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available.

• 5% Communication - Associate may occasionally respond to email, chat and email inquiries
• 80% Customer Service/Product Knowledge - Answer inbound phone calls from store, field and customer, quickly assess caller needs and proactively provide solutions with a high degree of accuracy Provide superior customer service for product inquiry, sales support and appointment scheduling
• 5% Other - Other job duties as assigned by manager
• 10% Resolution - Customer issue resolution including follow up to internal and external resources

• This role typically reports to Contact Center Supervisor
• This role has 0 direct Reports

• Typically requires overnight travel less than 10% of the time.

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.

• Demonstrated ability to collaborate and work effectively with cross-functional teams
• Ability to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customers
• Excellent written and verbal communication skills

• Minimal or no educational requirement for this job.

• No additional education

• 0

• No additional years of experience

• None

• None

• None

• Collaborates
• Demonstrates Self-Awareness
• Communicates Effectively
• Customer Focus
• Interpersonal Savvy
• Manages Conflict