Customer Engagement Advisor

Role Overview

• Provide service and support to established and new, internal and external customers in a contact center environment.
• Handle routine customer service inquiries, as well as escalation calls, related to mechanical service calls and general customer service inquiries via various communication channels.
• Act as a company ambassador through accurately diagnosing service issues to deliver high quality service via multiple customer contact channels.
• Provide equipment service and general customer support through successful resolution.
• Accurately capture the voice of our customers to drive first call resolution across North America Operating Unit (NAOU) functions.
• Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders.
• Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction.
• Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues.
• Escalate customer issues within established guidelines to ensure timely resolution.
• Understand performance metrics and improves quality and capabilities to meet and/or exceed goals.
• Ensure new/revised processes are understood and immediately applied to customer interactions via NAOU tools/resources.
• Access multiple system applications simultaneously to effectively service customers.
• Actively participate and contribute in engagement and team building activities.
• Assist with projects per business needs.

Requirements

• AA or bachelor’s degree preferred
• High School Diploma or equivalent required
• 2 + years customer service experience
• Proven ability to communicate professionally and effectively both verbally and in writing
• Demonstrated ability to provide outstanding customer service
• Demonstrated ability to successfully work independently and in a team environment
• Demonstrated ability to problem-solve and provide viable solutions based on customer needs and company objectives
• One year experience working in various computer applications
• Strong attention to detail and time management skills
• Demonstrated ability to understand policies/guidelines and use them as intended
• Call Center experience
• Typing speed 40WPM or greater.
• Knowledge of Salesforce and Genesys systems

Benefits

• A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
• Annual Incentive Reference Value Percentage: 7.5