Customer Experience Agent Tier Three

Job Post Information* : Posted Date 3 weeks ago(9/30/2021 4:05 PM)
ID
2021-1520
# of Openings
1
Job Locations
US-CA-Ontario
Category
Sales

Overview

The Customer Service Experience Agent (Tier Three) supports the RunBuggy Customer Base - He/She is responsible for providing top-notch service to our customers over the phone, on Zoom calls, and using written communications. This position will indirectly provide leadership for Tier One and Tier Two Agents. In this role, they will interact directly with our customers to answer questions, solve problems, provide education, and maintain our company’s reputation for high-quality service.

 

This is a remote position that must reside in Arizona.



The ideal candidate has 2-5 years customer service experience (tier one or tier 2), with Automotive; Logistics or transportation experience needed . He or she must have a pleasant and courteous personality, strong administrative and organizational skills, strong phone and computer skills, and excellent communication and interpersonal skills.

 

In addition to competitive pay, we offer our employees: Health, Dental, Vision, Life, 401K, Health & Wellness Program, community involvement and company paid vacation and holidays.

Responsibilities

  • Be the point of contact for a pod of Tier One/Tier Two Agents – approving vacation; monitoring performance and ensuring that an overall exemplary level of customer service is provided.
  • Handle a high volume of inbound and outbound phone calls, ensuring pickups and deliveries are on schedule as it relates to orders placed on our smartphone app.
  • Verify the work of assigned Agents for accuracy, proper work methods, techniques, and compliance with applicable standards and specifications.
  • Perform reconciliation duties; tabulate and balance billing as applicable for customers.
  • Maintain updated knowledge of all company products and services in order to provide adequate education to customers.
  • Manage Upset Customers call that have been escalated by a Tier One or Tier Two Agent.
  • Promptly respond to customer questions submitted via email or our website.
  • Verify the work of Tier One and Tier Two Agents for accuracy, proper work methods, techniques, and compliance with applicable standards and specifications.
  • Assisting user with uploading pictures or completing orders in our system.
  • Obtain necessary information from customers to adequately follow up.
  • Document important customer information for future reference.
  • Collect and record customer feedback and information and share with appropriate departments and team members.
  • Generate interest in new products or services and connect customers with salespeople when required
  • Foster and maintain relationships with customers to improve our retention rate.
  • Attend all required customer service-related Zoom meetings.
  • Set up new customer accounts; create service locations and customer classifications for individuals and companies.

Qualifications

Qualifications and Skills:

  • Positive, service-oriented attitude.
  • Advanced Computer Skills (MS Word, Excel, and Outlook).
  • Excellent organizational skills, along with professionalism and diplomacy with internal and external customers/vendors.
  • Ability to recognize problems, strategize and problem solve.
  • Ability to mentor; provide leadership and train new Agents.
  • No direct reports; indirectly responsible for a Pod of Agents

 

Education and/or Experience:

  • High School Diploma or equivalent
  • 2 -5 years’ experience as a Customer Experience Agent - Tier One or Tier Two.
  • Automotive; Logistics or transportation experience needed.
  • Understanding of performance-based metrics.

Supervisory Responsibilities:

 

  • No direct reports; indirectly responsible for a Pod of Agents.

 

 

                           

 

 

 

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