Job DescriptionRespond to incoming customer communication, following through to completion and always demonstrating effective communication throughout the order process.
Insures quality customer care is implemented consistently throughout this process.
Listens to customer concerns, effectively diffuses dissatisfaction, and quickly identifies a course of action with a goal of first call resolution within established turnaround times.
Gathers and disseminates information and pursues a course of action for timely resolution.
Utilizes needed systems to locate required information.
Analyzes and resolves customer concerns using established procedures.
Examines pertinent information to determine validity of customer complaint and to determine responsibility for errors and resolution.
Record and follow up on customer orders, including the tracking of orders, ensuring complete customer satisfaction.
Responsible for product knowledge, keeping informed of current merchandise.
Keeps informed of current Customer Care operating policies and procedures.
Takes initiative to contact and follow up with customers regarding past orders and/or to offer suggestive up-selling and other promotional programs.
Maintain accurate, organized customer files, including documentation of important verbal discussions, issues and customer requests.
Manage inventory accurately.
Perform other duties as assigned.