Customer Experience Representative

BrandsMart • HOLLYWOOD, FL

2d

About The Position

Be part of the Service Center team focused on delivering excellent customer experience to customers and members of the BrandsMart USA team. Duties and Responsibilities: Professionally and courteously handle incoming calls from customers, technicians, and stores, providing them with information, assistance, and a positive experience Be polite at all times when dealing with customers, show empathy, and take ownership of calls Handle a high volume of incoming calls within service metrics Enter data into software package and vendor portals resulting in scheduled service calls Maintain claims and/or contracts by thorough and accurate documentation of all discussions Make follow-up calls to customers daily to check operation of unit repaired Act as a bridge between customers, vendors, and BrandsMart, facilitating communication, scheduling, and addressing customer inquiries, concerns, or requests related to service Foster a professional working relationship with team members Assist with service center business, attend meetings, and training sessions when required Address customer issues or concerns promptly and effectively, seeking solutions and maintaining a high level of customer satisfaction Handle multiple tasks simultaneously, managing call traffic, and customer inquiries while maintaining professionalism and attention to detail Make informed decisions and problem-solving judgments to resolve issues as they arise Represent BrandsMart USA Service Center in a positive light both internally and externally through sound judgement Perform other duties that may be assigned from time to time

Requirements

• High school diploma or GED equivalent
• One year of related work experience
• Proficient knowledge in computer skills: MS Office – Word, Excel, Outlook
• Ability to multi-task and stay organized
• Excellent verbal and written communication and organizational skills
• Ability to work independently as well as in team environment
• Working knowledge or trainable in service center and retail computer systems
• Self-motivated, results-oriented, highly organized, and able to manage multiple ongoing projects and tasks
• Basic English writing skills and ability to communicate effectively
• Fluency in spoken English (or another language as may be required) for communication with customers and other persons sufficiently to be understood and to be able to accurately comprehend responses
• Basic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of repairs and parts and quantities as may be required
• Ability to maintain a high level of professionalism in all situations

Responsibilities

• Professionally and courteously handle incoming calls from customers, technicians, and stores, providing them with information, assistance, and a positive experience
• Be polite at all times when dealing with customers, show empathy, and take ownership of calls
• Handle a high volume of incoming calls within service metrics
• Enter data into software package and vendor portals resulting in scheduled service calls
• Maintain claims and/or contracts by thorough and accurate documentation of all discussions
• Make follow-up calls to customers daily to check operation of unit repaired
• Act as a bridge between customers, vendors, and BrandsMart, facilitating communication, scheduling, and addressing customer inquiries, concerns, or requests related to service
• Foster a professional working relationship with team members
• Assist with service center business, attend meetings, and training sessions when required
• Address customer issues or concerns promptly and effectively, seeking solutions and maintaining a high level of customer satisfaction
• Handle multiple tasks simultaneously, managing call traffic, and customer inquiries while maintaining professionalism and attention to detail
• Make informed decisions and problem-solving judgments to resolve issues as they arise
• Represent BrandsMart USA Service Center in a positive light both internally and externally through sound judgement
• Perform other duties that may be assigned from time to time

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED