Retail Service Rep II - Full-time / Part-time

Description

FOCUS:

• Focus is on providing customer service for delivery partners/customers.
• Analyze customer information, identify, and recommend actions.
• Process orders/requests.

RESPONSIBILITIES:

• Responds to customer (homeowner)/delivery partner requests/inquiries.
• Processes complex orders/requests, with 100% accuracy from intake to filing.
• Ensures customer management system is updated appropriately.
• Clarifies, diagnoses, and resolves customer order issues.
• Schedules appointments with homeowners.
• Creates packets or other materials as required for sales fulfillment process.
• Prepares customer correspondence.
• Identifies and implements ways to improve overall level of service.
• Communicates order fulfillment process information to internal delivery partners and provides customer/delivery partner feedback.
• Administers programs, e.g. customer referral program.
• May train others in office and customer service processes.
• May create purchase orders, process payments or process receipts.

SCOPE:

• Responsible for intermediate to complex level tasks.
• Generally standard procedures, but with exceptions.
• Able to provide back-up to other team members.

BUSINESS KNOWLEDGE:

• Advanced knowledge of RbA products/ services.
• Intermediate knowledge of customers/delivery partners.
• Intermediate knowledge of retail processes within multiple RbA business functions.

PROJECT/PROCESS MANAGEMENT:

• Works under general supervision following defined procedures; requires some judgment in application.
• Serve as a department/corporate project team member.

TECHNICAL SKILLS:

• Advanced knowledge of technical and business tools.
• Advanced understanding of order fulfillment process.

DIRECTION OF OTHERS:

• On occasion trains others on processes.
• Assists employees.

Qualifications

QUALIFICATIONS:

• High school diploma or equivalent plus 2-4 years work experience to include order processing work.
• Demonstrated word processing, spreadsheet and general computer skills.
• Strong phone etiquette & verbal skills to facilitate problem resolution.
• Intermediate writing skills.
• Able to determine customer needs and assist in resolving issues for assigned area.
• Knowledge of Products/Services.
• Persuasiveness
• Time Management
• Results orientation