Batteries Plus Bulbs Customer Care Representative - Contact Call Center in Hartland, Wisconsin
Customer Care Representative - Contact Call Center
Product Support - Customer Care Team
Hartland, WI, USA
Full-benefits package including medical/dental insurance options, PTO, 401(K), pet insurance, tuition reimbursement program, employee discounts, and more
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This "Customer Care Representative"role ismemberof our customer and product support team at ourcorporateoffice, within an inbound call center environment. Core duties involve answering a high volume of incoming calls to provide support to customers, which may include corporate employees and franchise stores, while utilizing an electronic cross-reference, web research, process and procedure documentation and collaborativeproblem solvingmethods. This is a phone based position which involves high levels ofcustomer service ,strong listening skills, ability to accurately document all calls in the system, and a focus on problem resolution. This position is located at our corporate office in Hartland, WI.
Batteries Plus Bulbshas grown from a single location in 1988 and today have over 700 retail store locations across the country. Stocking hard-to-find batteries and light bulbsisour specialty. Our expansive product line, knowledge, and customer service differentiate us from the competition. Today, we also service both retail customers and business customers for their battery and lighting needs as well as offer repair and battery replacement services for cell phones, tablets, and laptops.
Essential responsibilities (other duties may be assigned):
Interface with customers via phone, email, fax, social media and mail while maintaining a positive representation of the company and associated brands at all timesAct asamain contact point for all Batteries Plus Bulbs consumers for technical assistance, cross reference questions, promotions, website navigation, order shipment questions and customer complaints
Identify, research, and resolve customer issues using a variety of resources and document details using the call tracking applicationMeet or exceed problem resolution proficiency standards and consumer satisfaction levels by following proper outlined procedures as provided by the department and company
Work with outside suppliers, as well as corporate and franchise stores, to ensure approved vendor programs are correctly utilized to offer the appropriate products and services to consumers
Recognize, document and alert management of trends in customer calls
Recognize opportunities for department process improvements and communicate to management
Escalate problem situations to management when necessary
Perform a needs assessment for the customer, recommend products and services and pass along consumer opportunities to corporate and franchisee locations
Develop program and product expertise to provide technical product supportonover 50 approved vendors on all battery and bulb related products to consumers
Provide reference and pricing support on products, orders, and programs
Communicate with Product Support and Data Management to ensure the accuracy of product information entered into company electronic cross-reference system
Assist management in implementing call avoidance strategies and de-escalation strategies
Minimum high school degree required. Associates Degree in business, communication or related field preferred.
Minimum 6 months to 2 years or more of customer service, call center, or other related experience. Ability to handle high call volumes in a courteous, efficient manner.
Strong typing skills and basic Excel skills; working understanding of Microsoft Office or similar software with an ability to adapt learning to incorporate new technology.
Demonstrated technical aptitude and or technical experience is a plus.
Demonstrated ability to use internet and electroniccross referencesystem to search and find answers and solutions
Demonstratedproblem solvingskills. Duties require the ability of the use of judgment in the analysis of facts, numbersandcircumstances surrounding individual problems and transactions and in the determination of actions to be taken within the limits of standard or acceptedpractice.
Excellent organizational skills. Ability to work with relative independence on regular, routine duties, referring questionable situations to supervisor or others. Effectively manage multiple priorities while being able to adapt to change within a fast-paced business environment
Strong presentation and customer service focus. Responsibility to work autonomously, collaboratively, and in a team environment where sensitive subjects may be discussed requiring tact to avoid friction and obtain cooperation.
Strong interpersonal and relationship building skills, as well as being a self-starter and independent worker
Equal Opportunity Employer Disability/Vet.
Batteries Plus Bulbs