Customer Service Representative III

Job Title: Customer Service Representative III - 34661

Description:

• Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes
• Provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff.

Responsibilities:

• Researches, analyzes, and responds to inquiries of a complex nature and assists less experienced staff with complex customer issues.
• Coaches and assists less experienced staff in meeting expected customer service and satisfaction goals. Contacts customers to resolve outstanding customer service issues.
• Assists supervisors in the continuous improvement of the customer service delivery process.
• Conducts customer service training for entry level staff.
• Documents customer interactions and product/service issues, entering descriptive information online in order to provide history and tracking of issue resolution.
• Support dealer inquiries daily by phone, email, and written communication within the Parts Support Services Contact Center.
• Provides responses and/or solutions to basic customer inquiries, problems and concerns. Serve as initial point of contact for dealers.
• Support team metrics while working in a high-volume contact center environment.
• Provides dealer assistance pertaining to parts availability, carrier changes and backorder status to equip dealer with most up to date and accurate information.
• Train and assist dealer personnel with electronic ordering and information systems to maintain a high level of support to customers.
• Investigate system error messages on dealer orders and contact dealers as necessary to cancel or prepare orders for re-entry into the system
• Provide tracking and tracing for all orders shipped from Company or a supplier.
• Communicate with carriers and outside suppliers to obtain tracking and invoice information.
• Responds to dealer questions concerning Special Terms Programs orders, vendor direct ship orders and communicate with suppliers to provide the current status of orders.
• Consider approval for all miscellaneous debits and credits such as price queries, shipping errors, etc.
• Investigate overage and shortage claims using various methods, such as, pick trip review and calling all dealers on that same trip.
• Serve as after-hours emergency contact for dealers requiring assistance (rotational basis).
• Provide cross functional support to warehouse operations teams.
• Candidates must have some experience in a call center position.

Shift:

• Monday: Noon-8:30pm, Tues thru Friday: 10am-6:30pm