Customer Service Representative
VF Corporation
USCA > CAN > Quebec > Saint Laurent - Shared, US
2d ago

Job Ad

Principal Accountabilities :

Under broad supervision : * Responsible for routine telephone calls that may present some deviation from standardized procedures* May respond to inquiries or promote products* May refer inquiries to more senior representatives or published material

Knowledge & Skill Requirements :

  • High school diploma or equivalent education; Associate’s degree preferred* Three to five years of experience preferred
  • Knowledge & Application :

  • Requires technical know-how and broad understanding of the subject area* Requires understanding of many different and unrelated processes and methods* Includes the assessment of unusual circumstances, variations in approach, and incomplete or conflicting data* May require vocational qualifications and role holder may be working toward a professional qualification
  • Problem Solving :

  • Encounter problems which are varied but similar
  • Requires some fact finding in order to fully understand the issue and consider the most appropriate response
  • Responses will be drawn from pre-established solutions from which the role holder will need to select the most appropriate
  • Guided by defined and documented process although may occasionally be expected to adapt solutions for specific situations
  • Interaction :

  • Conveys and exchanges basic technical or factual information with colleagues / clients / customers
  • May require the initiation of contacts to resolve and discuss mutual problems or collaboration on procedures or transactions* Audience is typically knowledgeable about the subject matter* Written responses are presented in a variety of formats* Requires awareness of cultural differences and adapts style accordingly
  • Impact :

  • Impact varies between immediate and short term (less than one year)* Activities limited to weekly / monthly planning* Scope of impact will be at the department or team level* Results impact the immediate work area, although in customer facing roles may impact the department
  • Accountability :

  • Accountable for quality and timeliness of own deliverables* May be responsible for up-skilling new starters* Financial accountability will be confined to awareness and management of cost in relation to own work* Performance measured against predefined annual objectives
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