Service Rep (Copy Test - LaMarre)
JOB PURPOSE:
Responsible for inbound and outbound independent sales force, customer and consumer service conversations or interactions across contact channels including telephones, email, web chat and social media, and supporting clerical and operational functions. Represents the Company in all interactions, presents a positive Company image, and maintains goodwill by performing service-related activities and actively pursuing Golden Rule Service. Attends Company meetings and trainings, and uses presented materials to keep apprised of new promotions, products, and operational systems.
Performs duties and responsibilities based on business needs and in accordance with work instructions and accepted standards. Proficient in a foundational base of knowledge in the Business Introduction and Sales Force Business Services segment; and Support Services segments, as assigned, for a grade 5 Service Representative in The GREAT Service Program. Duties are scheduled through the Workforce Management group.
JOB PURPOSE:
Responsible for inbound and outbound independent sales force, customer and consumer service conversations or interactions across contact channels including telephones, email, web chat and social media, and supporting clerical and operational functions. Represents the Company in all interactions, presents a positive Company image, and maintains goodwill by performing service-related activities and actively pursuing Golden Rule Service. Attends Company meetings and trainings, and uses presented materials to keep apprised of new promotions, products, and operational systems.
Performs duties and responsibilities based on business needs and in accordance with work instructions and accepted standards. Proficient in a foundational base of knowledge in the Business Introduction and Sales Force Business Services segment; and Support Services segments, as assigned, for a grade 5 Service Representative in The GREAT Service Program. Duties are scheduled through the Workforce Management group.
JOB PURPOSE:
Responsible for inbound and outbound independent sales force, customer and consumer service conversations or interactions across contact channels including telephones, email, web chat and social media, and supporting clerical and operational functions. Represents the Company in all interactions, presents a positive Company image, and maintains goodwill by performing service-related activities and actively pursuing Golden Rule Service. Attends Company meetings and trainings, and uses presented materials to keep apprised of new promotions, products, and operational systems.
Performs duties and responsibilities based on business needs and in accordance with work instructions and accepted standards. Proficient in a foundational base of knowledge in the Business Introduction and Sales Force Business Services segment; and Support Services segments, as assigned, for a grade 5 Service Representative in The GREAT Service Program. Duties are scheduled through the Workforce Management group.
1. Responsible for inbound and outbound independent sales force, customer and consumer service conversations or interactions across contact channels including telephones, email, web chat and social media, and supporting clerical and operational functions.
2. Responds to inquiries and questions utilizing a basic base of knowledge in accordance with work instructions, accepted standards, and functional knowledge requirements as outlined in The GREAT Service Program for a grade 5 Service Representative. Responsibilities include handling contacts in Sales Force Business Services and other segments as identified on the personal training track.
3. Performs activities and takes appropriate action within defined procedures and work instructions to ensure Golden Rule Service. Seeks guidance on topics outside of area of expertise or refers to more senior Representatives, as appropriate. Maintains the confidentiality of information which may include addresses, telephone numbers, credit card numbers and Social Security numbers. Accurately and consistently documents conversations and interactions for historic and trending records and facilitation of internal communication and follow up contacts.
4. Interfaces with other Service Representatives, Service Coordinators, Specialists, Analysts, and Service Center Management to provide pertinent information on service feedback.
2. Responds to inquiries and questions utilizing a basic base of knowledge in accordance with work instructions, accepted standards, and functional knowledge requirements as outlined in The GREAT Service Program for a grade 5 Service Representative. Responsibilities include handling contacts in Sales Force Business Services and other segments as identified on the personal training track.
3. Performs activities and takes appropriate action within defined procedures and work instructions to ensure Golden Rule Service. Seeks guidance on topics outside of area of expertise or refers to more senior Representatives, as appropriate. Maintains the confidentiality of information which may include addresses, telephone numbers, credit card numbers and Social Security numbers. Accurately and consistently documents conversations and interactions for historic and trending records and facilitation of internal communication and follow up contacts.
4. Interfaces with other Service Representatives, Service Coordinators, Specialists, Analysts, and Service Center Management to provide pertinent information on service feedback.
5. Attends Company meetings and trainings, and uses presented materials including work instructions, training documentation, bulletins, publications, e-mail communications, Promotion Briefs, and InfoHub updates to keep apprised of new promotions, products, events, operational systems and procedures, and changes to The GREAT Service Program segments.
6. Effectively utilizes the Service Center Help Desk as a resource for information and answers, learning from inquiries for use in future comparable situations. Supports training efforts by participating in side-by-side observation opportunities. Responsible for remaining up-to-date on all materials, including GREAT Service Program training materials, by utilizing all available information resources.
7. Understands personal productivity and quality objectives. Promotes a culture of teamwork by volunteering for workload balancing activities to meet shared goals.
8. Supports Company and department initiatives such as Pink Doing Green, Wellness, and the Safety Program by attending scheduled meetings, participating in training sessions, and promoting initiatives within their department.
9. Assists with additional projects or assumes additional duties as needed.
KNOWLEDGE, SKILLS AND ABILITIES:
Education: High school diploma or equivalent.
Experience: 1-3 years of customer service experience.
1. Understands basic details of the GREAT Program details and works to increase knowledge through the completion of initial Program Segments.
2. Must have organizational and time management skills.
3. Can utilize computer hardware, software, and office equipment to complete work activities. Hardware may include telephone sets, personal computers, printers, copiers, scanners, and other office equipment. Software utilized may include Contact Center, Workforce Management, Microsoft Office Suite, and Timecard applications.
4. Flexibility, adaptability, seeks continuous improvement and learning, and ability to multitask required supporting one to two service areas and frequently moving between functional disciplines to support business needs.
5. Ability to effectively communicate verbally and in writing, understand routine situations, perform mathematical calculations, and possess technical aptitude as demonstrated by successfully passing spelling, grammar and writing, service etiquette, listening skills, math and technical skills tests. Excellent interpersonal skills required to work well with and for others within the department and the Company.
6. Requires ability to interpret and apply work instructions, and recall information quickly in order to successfully perform service activities across multiple functional segments.
7. Based on current business needs, must be bilingual in order to communicate with Spanish-speaking customers.