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 Online Chase. 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.
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 Online Chase
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
Other duties as assigned
Qualifications and Skills :
Knowledge of customer service principles and practices
Proficient in relevant computer applications
Numeric, oral and written language applications
Good data entry / keyboard skills
Knowledge of administration and clerical processes.
Interpersonal skills (internal / external)
Communication and listening skills
Attention to detail and accuracy
Customer Service orientation
Problem solving skills
Multi-tasking / prioritizing skills
Self-starter, with the ability to be flexible
We Offer :
Participation in Parkland Pledge, an employee-driven charitable giving program.
Our Performance-based Annual Incentive Plan, an annual bonus awarding your performance.
A share in our success through the Employee Share Purchase Plan and 100% company matching.
Flexible medical and dental packages, a Health Care Spending Account, along with a supportive Employee and Family Assistance Program.
In-house learning and development opportunities, leadership training, international opportunities.
An employee referral program earn up to $2000 for your referral.
A focus on healthy living through wellness initiatives and an annual fitness reimbursement program.
Discount Programs and Educational Scholarship Programs for family members.
A safety focused work environment and ongoing safety training.
We thank all candidates in advance for their interest, however only those being considered will be contacted. Please note :