Retail Customer Care - Experience Quality Assurance Agent

Ashley Global Retail - Brandon, FL

Full-time

Brandon, FL

Management of Companies and Enterprises

About the position

The Customer Care Lead will perform the daily functions of their specified area while providing guidance and support to Customer Care Representatives when they are faced with difficult or escalated customer situations. This position will spend a majority of the workday listening to customer concerns and troubleshooting to solve problems to ensure customer satisfaction while keeping the goals of the company in mind. The Customer Care Lead will serve as a leader within their team and will set a positive example for Customer Care Representatives to follow. They will maintain prompt, efficient, and accurate data entry to ensure customer and employee satisfaction. This position requires exhibiting superior customer service by having profound knowledge of product and vendor warranties as well as a full understanding of customer service procedures within the company. As needed, the Customer Care Lead will handle difficult customers and/or situations utilizing exceptional customer service, problem-solving, and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind. The Customer Care Lead must have the skills and ability to keep emotions under control in order to seamlessly move from one situation to the next.

Responsibilities

• Professionally communicate with customers, especially in escalated situations; troubleshoot, and resolve issues with defective product, incorrect product, customer perception, etc., to determine the most appropriate method of resolution to ensure customer satisfaction while keeping company goals in mind.
• Collaborate with a variety of people such as Regional Managers, store personnel, warehouse personnel and others to work toward the resolution.
• Accurately document all communication with the customer to ensure seamless service for the customer when multiple representatives are handling the situation.
• Follow path-to-resolution process and guidelines to ensure all information possible is received from the customer to determine the most timely and effective method of resolution.
• Provide guidance, coaching and support to Customer Care Representatives, assisting them with challenging customer situations and escalated issues.
• Handle customer delivery concerns such as rescheduled delivery, late delivery, delivery damage, etc., and collaborate with appropriate personnel to provide timely and satisfactory resolution.
• Accurately adjust and/or enter customer sales orders, part orders, credit memos, exchanges, service technician appointments etc. in the system as needed to ensure proper resolution as well as customer satisfaction and retention.
• Collaborate with third party vendors such as protection plan, tech support and/or delivery companies as needed to seek assistance in providing excellent service to our customers.

Requirements

• High School Diploma or equivalent, Required
• 3 years' customer service experience, Required
• Professional telephone etiquette
• Excellent oral and written communication skills
• Strong attention to detail
• Proficient computer skills, including experience with Microsoft Office Suite, internet
• Manage multiple tasks and priorities simultaneously

Nice-to-haves

• Previous leadership skills are a bonus!