Call Support Representative Job at Transformco
JOB SUMMARY:
The Call Support Representative is responsible for providing support, direction and assistance to call floor agents in all areas pertaining to customer service needs, as well as expertise in all facets of sales (i.e., Protection Agreements, Resolves). This position is to be readily available to Associates, as well as customers upon demand, which includes coaching Associates on appropriate actions and handling calls directly with customers when necessary. Additionally, this position requires on-going development of product knowledge and expertise, as well as systems and operations functionality. Position supports either Service Contracts Protection Agreement Sales or Member Service Technical Specialists.
The Call Support Representative is responsible for providing support, direction and assistance to call floor agents in all areas pertaining to customer service needs, as well as expertise in all facets of sales (i.e., Protection Agreements, Resolves). This position is to be readily available to Associates, as well as customers upon demand, which includes coaching Associates on appropriate actions and handling calls directly with customers when necessary. Additionally, this position requires on-going development of product knowledge and expertise, as well as systems and operations functionality. Position supports either Service Contracts Protection Agreement Sales or Member Service Technical Specialists.
Business
Transformco Home Services - Service Contracts
Job Function
Call Center
Employment Category
Regular, Full-time
Responsibilities/Skills/Experience Requirements
JOB DUTIES/RESPONSIBILITIES:
REQUIRED SKILLS:
JOB REQUIREMENTS:
- Communicates with call floor agents and internal and external customers, including responding to all phone requests and inquiries in a time sensitive manner
- Performs required processing of customer data inquiries, internal and external, assisting with data entry input as needed
- Communicates effectively on all issues related to the daily operations of the department and unit with all updating, or systems changes and fixes, and raises issues to appropriate business leadership
- Adheres to all deadlines and productivity and quality standards
- Assists other departments as needed by providing coaching and feedback on performance, and provides follow-up when necessary
- Provides outstanding customer service through efficient, friendly and professional service to internal and external customers
- Responds to requests for assistance from Associates with a sense of urgency and commitment to excellence
- Performs other duties as assigned
REQUIRED SKILLS:
- Proficient skill with designated call-taking systems
- Proficient skill in the use of Microsoft Office applications, such as Excel, Word and Outlook
- Strong problem solving skills
- Ability to work in a team environment
- Ability to work independently with minimal supervision
- Ability to lift up to 20 lbs.
- Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
- Ability to enter data and maneuver efficiently using a keyboard, operate a mouse, use telephone and headset equipment, and listen while keying information into the system
- Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
- Ability to demonstrate self control by maintaining composure and keeping emotions in check even in difficult situations
- All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)
JOB REQUIREMENTS:
- High school diploma or equivalent
- Less than one year of related experience
- 16 years of age or older
Years Experience
0 - 1 Years Experience
Preferred Minimum Education
High School / GED
Travel Requirements
None
Location Address 1
3200 LAKE EMMA RD SUITE1020
Location City
Lake Mary
Location State
FL
Location Postal Code
32746
Country
United States
Payroll Location
04538: SEARS HS-LAKE MARY SERV BR
Compensation Range
n/a
Additional Compensation Explanation
N/A
EEO/EOE Footer
Equal Opportunity Employer / Disability / Vet.
Posting Tags
#CallCenter
Company Brand
Transformco
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