Title Representative, Advanced Service
Department Consumer Care
Position reports to Assistant Manager, QA & Training
Direct reports None
Travel None
Location St. Louis Corporate Office
FLSA Non-Exempt
Grade CST 18
What We Do – Accountabilities
• Assures proper representation of the consumer services department by acting as a subject matter expert and leader in department through:
• Maintaining up to date knowledge of all new and current processes and promotions.
• Continually looking for and suggesting process/procedure improvements.
• Ensuring the compliance front line Associates compliance with processes and procedures.
• Supporting front line Associates by responding to questions and escalated customer issues with detailed, timely, consistent and accurate information.
• Maintaining the integrity of personal and confidential information.
• Assures effective and efficient processing of customer service requests, complaints, general inquiries and transactions through effective questioning and call control to ensure customer satisfaction.
• Assures resolution of escalated customer calls and complex issues by articulating successfully with customers at the operational and management levels.
Essential Functions
• Handle escalated consumer compliments or complaints.
• Act as trainer/mentor to front line Associates.
• Answer the internal assist line to assist the front line associates with questions and customer issues as needed.
• Provide exceptional service by assisting customers via phone, email, and social media.
• Assist with incident ticket backlog as needed.
• Assist with email backlog as needed.
• Track, report and make suggestions regarding current policies and procedures impact on customer experience.
• Make sound business decisions and resolve escalated customer issues in a professional manner.
• Reduce contacts to call center by resolving customer issues at point of contact.
• Follow up on status of issues to ensure that customer needs are met in a timely manner.
• Provide guidance and advice to front line Associates to improve problem-solving capability by showing them how to obtain information on products, services, policies and use of applications.
• Perform and complete tasks and projects as assigned.
Preferred Qualifications & Education
• 1 + year customer service, retail or related experience
• Retail call center experience preferred
• High School diploma (with some college preferred)
• This position requires a credit and criminal background check
• Proficiency on the computer, including excellent navigation of the internet and keyboarding skills
• Excellent communication and listening skills, detail oriented, ability to work in high pace environment, flexibility, math skills, organized, accountable, selling skills
• Must demonstrate initiative, problem solving skills and excellent follow through
• Training skills and ability to think objectively
• Multi tasker: Ability to handle variety of calls across many business units, and ability to think quickly on feet
• Needs ability to get to the source of a problem and control the direction of the call
• Must show empathy and keep all calls in professional tone
• Ability to handle and deliver final solutions or ownership on a decision
• Interpersonal skills required in order to empathize with internal/external clients who raise problems or complaints and to respectfully deal with their needs
• Adaptability to change is needed to deal with different circumstances or situations, with different client issues or problems, with new work procedures and work environment and to keep abreast of constantly changing tools and technology in products and services
• Information-seeking abilities are required to research, obtain and gather key information from various sources and third parties, and coordinate to bring resolution to escalations.
• Full Time 7 day operation (requires nights and weekends)
• Required: Basic Microsoft Office Suite; Intermediate PC, Window, Internet, data entry and typing skills
