Job Details
* Assist consumers and customers in setting up service repair for their appliances, check availability of technicians and make appointments for service calls.
* Utilize Case-Based-Reasoning (CBR) to save the service call.
* Reschedule service calls for customers by communicating with dispatchers for special requests and customer concerns about parts.
* Message dispatch for follow-up on appointment times and other troubleshooting.
* Achieve and maintain specific Save-The-Call & productivity goals.
* Provide consumer education to save in-warranty and service contract calls.
* Negotiate and implement concessions that are in the best interest of the customer and consumer.
* Utilize selling techniques and CBR to retain and increase the out-of-warranty business.
* Adhere to safety policies and procedures to ensure a safe work environment for all.
* Other duties as assigned by leadership.
* High School Diploma or GED preferred
* Two+ years sales or service experience desired
* Passion for customer service and problem solving
* Exceptional organizational skills;
* Effectively ability to utilize time management, multi-tasking, and critical thinking
* Ability to prioritize and plan to rapid satisfactory resolutions.
* Ability to adapt to change
* Flexibility to take direction from management yet work independently to achieve goals.
* Excellent written communication skills,
* Good typing ability, and computer skills - comfort navigating multiple online applications.
* Good listening and questioning skills, with ability to resolve conflict
* Excellent sense of ownership with proven follow-through skills.
* Exceptional negotiation & conflict resolution skills
* Able to diffuse difficult situations or irate customers resulting in satisfactory resolution.
* Proven attendance record showing dependability/accountability to work as scheduled
* Proven ability to accept constructive feedback and apply coaching
* Desire to work in a team environment to work towards common goals
* Ability to remain calm and patient while handling challenging customer concerns