Customer Service Representative

Customer Service RepresentativeJob TypeFull-timeRobinson, PADescriptionSummary:The Customer Service Representative position receives and processes calls from customers, serves as the end-to-end point of contact for customers, and resolves customer issues. Collaborates with a team of Customer Service Representatives (CSRs) to meet overall call center objectives and enhance the customer service... function to exceed all customers' expectations.

Assists with the handling of non-routine calls that require deviation from standard screens, scripts, and procedures and other situations that may require adaptation of response or extensive research according to customer response.Essential Duties and Responsibilities:To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Other minor duties may be assigned an may vary by location.The CSR fields customer appliance repair service inquiries and schedules repair calls based on the Field Service Engineer (FSE) availability, customer home location and severity of service call.Communicates concise and accurate information.Establishes correct information is inputted into the customer accounts by documenting service type, pricing, billing, and other required information.Confirms understanding of customer needs, issues, and requests.Listens for and identifies opportunities to cross sell additional products and services such as extended service plans and parts.Serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people with Don's Appliances.Refers any escalated customer service issues to the appropriate next level.Supports requested FSE requests for information as required. Handles multiple Market Area customer service inquiries and transactions proficiently.Uses authorized system to gather information, provide information, and/or update customer records.Provides standard and sometimes more advanced information and education regarding pricing, service options, charges, billing, and warranties.Adheres to service and operational standards established for the call center, including quality, productivity, safety and timeliness goals.Completes cross training with other departments if required.Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.RequirementsThe requirements listed below are representative of the qualifications necessary to perform the job.Education and Experience:Required: High school diploma or G.E.D., and a minimum of four years previous experience in call center customer service.Preferred: Associate Degree, plus additional or specialized training, and four years previous experience.Other Knowledge, Skills or Abilities Required:Excellent verbal, written and analytical skills.Computer skills - MS Office, Google, and the ability to work with multiple programs open at oncePrioritizes and plans work activities.Ability to multi-task.Work Environment:Listed below are key points regarding environmental demands and work environment of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the day;Normal setting for this job is: moderate noise level in a cubicle office setting.EEO StatementDon's Appliances is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or team member based on any legally-recognized basis, including, but not limited to: veteran status, uniformed service member status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation, and related medical conditions), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing an