Lead Customer Care Representative

Revol Job Description

 

  Title:  Customer Care Representative II

Reports to:  Customer Care Manager

Location: Cleveland, Ohio

Date: April 2006 

 

Summary

 

This position provides direct interface and operational support for Revol's customers, authorized retailers, internal customers and call center staff.  This position will be required to analyze internal and external customer?s concerns and determine appropriate action to positively impact customer satisfaction and retention.

 

 

Qualifications

 

-Minimum 2-4 years customer service experience in a call center, prior wireless communications experience a plus.

-Proficient in Customer Care skills for at least six month.

-Ability to deal with complex technical and Customer Service issues.

-Professional telephone etiquette and excellent oral and written communication skills.

-Business math skills.

-Computer literate with excellent data entry skills.

-Self-motivated with strong positive attitude; desire and ability to work effectively in a team environment.

-Ability to adapt and respond in a rapidly changing environment.

-Strong organizational and interpersonal skills.

-Proven leadership skills.

-Knowledge of Company Business produce and plan.

-Self-starter and the ability to lead projects to completion.

-Multi-tasking skills.

-Must be willing to work flexible hours.

-High school diploma; some higher education preferred.

-Acceptable attendance record in accordance with company policy.

 

  Duties and Responsibilities

 

  -Serve as the first level of the escalation process to resolve customer issues and concerns in an efficient and timely fashion.

  -Analyze and resolve trouble tickets, some of complex nature, on customer accounts.

  -Exercise sound customer service judgment in accordance with company objectives, policies, and guidelines.

  -Interact with other departments to ensure customer needs are met.

  -Serve as a positive role model; support the department and Company goals; display a team attitude by being supportive of and demonstrating concern for the development of others and company processes and procedures.

  -Be flexible and reliable in order to help the team as needed (i.e. changing work schedule to accommodate business needs.)

  -Help with training of new hires and on-going training needs.

  -Actively participate in the call quality process by receiving coaching and implementing suggested techniques and behaviors.

  -Customer Care duties as needed. (See Customer Care Representative job description for details.)

 

 

  This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.  Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.EEO