Major Purpose
Provides customers with information in response to the most complex situations; references single or multiple screens or documents to resolve escalated issues or disputes; provides guidance and assistance and may provide work direction to less experienced staff; assists supervisors in the continuous improvement of the customer service delivery process, and conducts customer service training for entry level staff.
Major Duties
- Provide advanced product/service information and respond to basic customer questions about the product/service.
- Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
- Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
- Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
- Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
- Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
- Provide exceptional service to customers to encourage continued use of the organization's products/services.
- Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
- Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
Skills, Abilities, Knowledge
Customer-Focused Approach
Leverages Digital Communications with Customers
Masters Service Conversations
Navigates Customer Challenges
Strengthens Customer Connections
Builds Customer Loyalty
In-Depth Questioning
Initiates Compelling Sales Conversations
Service Into Sales
Builds Rapport
Knows the Buying Influences
Manages Buyer Indifference
Understands Issues/Motivations
