Job Details
**Location:** Sioux Falls, SD
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****Things We Value:****
* Acting with the highest level of honesty, trust, character and transparency.
* Making a unified effort to achieve the goals of the organization; embracing accountability for exceptional performance every day.
* Commitment to excellence in reaching our full potential as individuals and as an organization, exceeding the ordinary and the expectations of our partners.
* Approaching every challenge with creative energy, discovering unrivaled solutions to maximize success; focus on creating and delivering compelling customer value.
* Belief in the power of a diverse workforce and in creating a positive impact on both the environment and our community.
****Who You Are/What You'll Do:****
You are ambitious and passionate and you are ready to deliver a customer experience like no other. You are a great communicator, with strong customer/client focus, problem solving and analysis skills, and excellent time management ability. The Customer Service Representative serves as the primary contact for customers, agents and clients in the US and Canada. You will decide appropriate action to be taken using knowledge of products and services, while maintaining quality, productivity and time-service standards. You will also be involved heavily in completing back-office functions and acting as a mentor for new associates during the training process.
****Day to Day:****
* Display empathy, courtesy and respect while communicating with customers, client partners, or service providers.
* Verify contract information and initiate claims based on client specific terms and conditions while following internal procedures.
* Perform basic troubleshooting on electrical and mechanical products including but not limited to: Appliances, Power Tools, Massage Chairs, Cell Phones, and Consumer Electronics etc.
* Assist customers with other service contract or MFG warranty related issues including but not limited to: contract/product registration, cancellation and billing issues etc.
* Accurately document and update records in required systems.
* Use effective decision making skills to resolve the customer's issue during the call.
* Maintain call handling performance metrics for Average Speed of Answer, Service Level, Average Handle Time, Personal Time and Quality Monitoring review.
* Approve service dispatches $200.00 or replacement claims up to $800.00 once approved by management.
* Perform other related duties as required. Complete department back office functions. (Error Forms, Contract Updates, etc.)
* Participate in assigned Individual Development Plans centered around associate development.
* The position is full time with a 40-hour work week. Overtime may be required.
We are a melting pot of people who challenge one another, and we cultivate winners. Each of our team members recognize their role in the customer journey from beginning to end, building connections along the way. Our culture isnt just about the color on the walls or company picnics. We are passionate and innovative people who foster one anothers energy and successes. The relationships we build with each other, our clients and customers go beyond punching the clock.
In addition to being a phenomenal place to work, we value our team members and provide competitive pay, benefits, 401K, excellent PTO, training and development as well as tuition reimbursement!
****Position Type/Expected Hours of Work****
* Monday, Tuesday, Wednesday, Friday, and Saturday - 9:00 a.m. - 5:30 p.m. Eastern Time. Days off - Sunday and Thursday
* Monday, Tuesday, Thursday, Friday, and Sunday - 9:00 a.m. - 5:30 p.m. Eastern Time. Days off - Wednesday and Saturday
* Monday, Tuesday, Wednesday, Thursday, and Sunday - 10:30 a.m. - 7:00 p.m. Eastern Time. Days off - Friday and Sunday
* Monday, Tuesday, Thursday, Friday, and Sunday - 10:30 a.m. - 7:00 p.m. Eastern Time. Days off - Wednesday and Saturday
* Monday, Wednesday, Thursday, Friday, and Sunday - 12:00 p.m. - 8:30 p.m. Eastern Time. Days off - Tuesday and Saturday
****Required Education and Experience****
* High School Graduate or General Education Degree (GED).
* At least six months of related experience.
****Preferred Education and Experience****
* 2+ years of customer service within a high volume call center environment is preferred.
* Ability to type 45 wpm and use a 10-key.
* General knowledge of Database software, Internet software, Spreadsheet software and Word Processing software.
* Ability to effectively communicate with customers.
* Bachelor's Degree.
*The preceding position description has been designed to indicate the general nature of the work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as a comprehensive, complete or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time. We are an E-verify company.*