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Customer Care Agent

Irving, Texas | Contract To Hire

Post Date: 08/02/2017 Job ID: 4497 Industry: Other Area(s)

Job Description



Job Title:  Customer Care Agent                     Location:  Irving, TX


Department: Customer Service                     Reports To:  Sr. Director-Customer Service

Job Summary: 

The Customer Care Agent will be responsible for assisting the customer with the processing of daily warranty, repair, and freight damage requests in a timely and efficient manner. The agent will also contact customers in regards to orders processed via email or through inbound/outbound calling systems. All escalated calls are to be properly and professionally transferred to appropriate personnel and documented adequately. Each agent should provide exemplary customer service and ensure customer satisfaction with every encounter.      

Duties & Responsibilities
  • Greet customers warmly and ascertain problem or reason for calling
  • Manage customer complaints and inquiries through phone calls and emails
  • Track customer interactions and issues and show ownership through resolution
  • Monitor and process customer calls and ensure optimal level of customer satisfaction and resolve all outbound issues
  • Coordinate with senior staff and escalate customer requirement and issues as per requirement
  • Analyze/Solve problems
  • Identifying the issues of customers rapidly and precisely
  • Answer questions about warranties or terms of sale
  • Inform customers about any changes made before and after the order process
  • Provide ETA (Estimated Time Arrival) to customers for out of stock or delayed orders
  • Research, create, and complete daily test results, parts not returned notices, and repair status reports in order to inform customer via email of current updates
  • Ensure customer satisfaction
  • Other duties as assigned

Education, Skills & Experience: 

  • Must have strong communication, interpersonal and computer skills
  • Strong customer service skills
  • Must be intelligent with ability to handle diverse customer base
  • Positive and energetic attitude
  • Demonstrated skills and attitudes for excellent customer service
  • High School Diploma, 2+ years of customer service preferred

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