9 days old

IB REP II CUSTOMER SERVICE

Jacksonville, FL 32205
JobTitle: IB REP II CUSTOMER SERVICE
Job ID: 343356_en-us
Salary Range: null- null
Job Category: Merchandising
Employment type: Full Time

Position Description:

POSITION PURPOSE
The main responsibility of the Special Orders Customer Service Rep II is to provide accurate and timely support for the client, vendor, and all other parties involved. They will maintain a positive, flexible outlook, allowing for growth of the organization and be the face and voice of the organization while listening carefully to resolve customer's questions, and concerns and maintaining a polite and helpful attitude. The Special Orders CSR II will handle a variety of contacts in a fast-paced, customer-driven Contact Center environment and must be able to communicate effectively and professionally via fax, email, and personal phone calls. They must be able to multi-task while understanding the intricacies of processing orders, returns, and resolve issues in a timely manner, tracking of orders and answering general to complex questions. A CSR II must exhibit a high proficiency with the skill set and product knowledge of CSR I consistently providing helpful, professional, courteous assistance to all internal and external customers.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • 40% - Receiving incoming calls, faxes or emails to place orders, process returns, answer product questions, provide order status and or direct customers to appropriate departments or sales professionals 
  • 20% - Handles customer complaints, utilizing tools, training and problems solving skills, as well as d-escalation techniques, conflict resolution skills 
  • 20% - Provide knowledge insight and information about our products by utilizing tools such as catalog and website. Up-sells to customers as designated 
  • 20% - Interacts with other departments to resolve billing and shipping issues and other clerical duties as assigned. Performs special projects as assigned Other duties as assigned dependent on service levels, call volumes and the business need 
    Percentages may change according to the business need and call volume
    NATURE AND SCOPE
    This position reports to the Supervisor. 
    This position has 0 direct reports
    ENVIRONMENTAL JOB REQUIREMENTS
    ENIVIRONMENT: 
    Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
    TRAVEL: 
    Typically requires overnight travel less than 10% of the time.

Categories

Posted: 2020-01-09 Expires: 2020-02-08

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IB REP II CUSTOMER SERVICE

Home Depot, Inc.
Jacksonville, FL 32205

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