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RESOLUTION EXPEDITER - OAK PARK, MI
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Southfield, MI Southfield, Michigan |
About this job
POSITION PURPOSE - The associate in this position takes inbound communication from both internal and external customers via telephone, letters, e-mail and/or social networks. Provides excellent customer service via active listening and professional communication. Identifies, categorizes and resolves root causes of customer issues including technical support on installations and parts inquiries. Identifies problems that he/she cannot resolve and escalates them to appropriate leader within the department. Takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES - 80% Customer interaction including inbound customer concerns, outbound customer follow-up and issue resolution. 20% Customer issue resolution including follow up to internal and external resources. Other activities as assigned by leadership.
NATURE AND SCOPE - Supervisor Customer Care 1. No direct responsibility for supervising others.
ENVIRONMENTAL JOB REQUIREMENTS - We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.
MINIMUM QUALIFICATIONS -
EDUCATION REQUIRED - The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
YEARS OF RELEVANT WORK EXPERIENCE - 02
CERTIFICATES/LICENSES -
PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. ADDITIONAL QUALIFICATIONS -
PREFERRED QUALIFICATIONS - Associate's degree Proficient in Retail Experience to include Suggestive Selling skills Home Improvement Experience Technical aptitude for troubleshooting Ability to partner with internal and external business partners
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - Negotiating/Influencing skills Excellent verbal and written skills Attention to quality and detail Microsoft Windows/Office proficient Proficient typing/keyboarding skills Multi tasking capability/Time and Case Management skills
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES - 80% Customer interaction including inbound customer concerns, outbound customer follow-up and issue resolution. 20% Customer issue resolution including follow up to internal and external resources. Other activities as assigned by leadership.
NATURE AND SCOPE - Supervisor Customer Care 1. No direct responsibility for supervising others.
ENVIRONMENTAL JOB REQUIREMENTS - We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.
MINIMUM QUALIFICATIONS -
EDUCATION REQUIRED - The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
YEARS OF RELEVANT WORK EXPERIENCE - 02
CERTIFICATES/LICENSES -
PHYSICAL JOB REQUIREMENTS - Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. ADDITIONAL QUALIFICATIONS -
PREFERRED QUALIFICATIONS - Associate's degree Proficient in Retail Experience to include Suggestive Selling skills Home Improvement Experience Technical aptitude for troubleshooting Ability to partner with internal and external business partners
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES - Negotiating/Influencing skills Excellent verbal and written skills Attention to quality and detail Microsoft Windows/Office proficient Proficient typing/keyboarding skills Multi tasking capability/Time and Case Management skills