The Customer Experience Representative is responsible for answering a high volume of customer calls and to accurately process orders for the Atlantic Region.
Process credit card payments through Control P. Utilize advanced customer service skills to perform customer verifications, work through complaints and issues, and escalate to the proper department for assistance as needed.
Provide sales techniques to customers to increase revenue and support the Atlantic Region EBITDA. Monitor and maintain a credit portfolio under 50K.
Ensure detailed records are kept of all conversations and transactions.
Hours of work include evenings and weekends.
Key Responsibilities :
Create new and manages existing customer accounts by recording and maintaining account information
Increase revenue through inside sales initiatives
Answer a high volume of customer calls to achieve a Call Service Level of 93% handling sales inquiries, installations, inspections and scheduling sales visits
Obtain and evaluate all relevant information to promptly handle and process inquiries, orders and complaints
Utilize Equifax Idecision obtain credit approval for residential accounts.
Manage a credit portfolio of accounts under 50K credit limit
Manage rejected call management making decision on the release of orders held or non-payment
Send out appropriate overdue notices and work with third party agencies when warranted
Perform customer verifications
Process credit card pre-authorizations and sales accurately through Control P
Direct requests and unresolved issues to the designated resource
Keep records of customer interactions and transactions through account comments
Manage administration associated with customer accounts
Communicate and coordinate with internal departments