Part - Time Customer Service Representative - (Monroe) in Monroe, Michigan For Sale

BASIC FUNCTION : With direct and indirect supervision, this position receives and responds to general and routine customer calls regarding La-Z-Boy products and services. Working within established guidelines, this position is responsible for delivering superior customer service in a respectful, courteous and timely manner to ensure customers concerns are addressed through to resolution. KEY RESPONSIBILITIES: Successfully completes training to become knowledgeable of the La-Z-Boy company including products, services and organization. Serves as the first point of contact to respond professionally and courteously to general and routine customer inquiries, requests and complaints. Research, resolve, and effectively respond to inquiries received via telephone calls, e-mails, social media/chat, and US Postal mail in a timely manner Order service parts (ASAP & RMS) needed to resolve customer service issues (warranty and non-warranty) Escalate problems or decisions to appropriate individual based on established guidelines and procedures when necessary (ie, product liability issues) Make decisions regarding service refunds Authorize and generate credits and returns Defuse difficult customers in order to successfully communicate and develop a solution Authorize merchandise discounts in appropriate situations Negotiate with and direct dealer for assistance in resolution Maintain product, process, and system knowledge as required Authorize and perform production order maintenance as appropriate Returns all routine and general customer calls in a timely manner. Responds to and may initiate outbound call to close the loop on general and routine customer calls. Ensures customers concerns are understood and explains resolution clearly to the customer. Enters service and product data into computer for billing, delivery, scheduling, and tracking purposes. Logs and records information about customer support interactions by inputting information into Company systems and updating information in a timely and accurate manner. Works closely with peers to resolve the customers questions or concerns in a timely manner. Receives and reviews metric reports and action plans with the Customer Service Supervisor
Source: http://www.juju.com/jad/xxxxxxxxq6k4vy?partnerid=af0exxxx314cbc501beebacaxxxx739d&exported=True&channel=staticfile&hosted_timestamp=xxxxa345f27ac5dceb1d6e52f5f4dxxxxbxxxxxxxxe309d7axxxx82a69eaxxxx