As a Customer Representative, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs. The types of interactions range from handling account inquiries including billing or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience. The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer case until resolution. The channels of service one may be handling include phone, email, and/or self-service. The individual should be able to work within a structured environment, while demonstrating flexibility and initiative to establish and achieve individual professional goals.
Within BIAH Quality Standards, handle service interaction, regardless of type or channel, in a manner that reduces Customer Effort.
-Anticipate Customer Needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.
-Execute needed follow-up through various communication channels such as, outbound calls, emails, in accordance with BIAH Standards.
-Accommodate special customer requests and rectify customer complaints, with good judgment and decision-making skills while balancing the needs of BI AH.
-Resolve inquiries related to marketing programs, product, price, and order status information within established processes and procedures
-Acquire and maintain understanding of processes, procedures, and the systems used for support.
-Document each interaction information on each interaction, so the information can be shared throughout BIAH Communicates day-to-day work status updates within the team.
-Works cooperatively to find common ground across a diverse team to achieve mutual and independent goals.
Skills
Basic level of job-related knowledge and department goals and strategies
-Demonstrates strong competence in maneuvering BI's customer platform and systems.
-Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care.
-Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care.
Adapts existing processes to current method of task completion and may make recommendations; identifies opportunities for improving one's work environment.
Excellent written and verbal communication skills Strong interpersonal skills with ability to work in a close team environment. Must be able to work within a number of software applications including Microsoft, call center, and custom programs Key dimensions include initiative, resilience, prioritization, and organization, time management, ability to multi-task and develop solutions.
Animal/Veterinary experience is a plus.
Customer experience focus
Ability to learn and comprehend abstract, complex, and technical information.
Salesforce/SAP is a plus.
Education
Bachelor's degree from an accredited institution is preferred.
HS diploma is required
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