Job Details
Job Description **Requisition Title**
: Concierge Specialist - Verizon OEM ( 036O8 ) * Promptly processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
* Understand use of technology, scripts, and product knowledge. Actively listens to the customer providing answers, while controlling the call to lead the customer in an efficient professional manner.
* Handle difficult customer issues and avoiding escalation whenever possible in a positive and professional manner.
* Provide insightful advice and direct support to customers in need. Diagnose issues and provide resolution with teaching and guidance.
* Go above and beyond to think past what the customer is requesting, anticipating needs and wants based on information obtained to exceed every expectation.
* Partners with other vendors as necessary for troubleshooting and resolution.
* Researches and resolves billing or payment issues. Owns the customer experience from the very beginning to the end. Making decisions on whether to escalate or how to address issues so the customer is delighted and eager to continue to utilize the program.
* Ensure that all customer contacts are properly logged into the CRM tool to allow for an accurate historical view of customers contacts; manage follow-up log and audit documentation of customer files.
* Use additional resources and escalation points including diagnostic information, technical manuals, and call history log to find solutions for basic to intermediate level issues.
* Master desktop systems and applications.
* Follow-up with the customer if required, to ensure the full resolution of the problem.
* Employs customer satisfaction tools according to guidelines.
* Recommends changes to departmental policies and procedures to improve support services provided to the customer, keeping the Supervisor informed of any issues as they arise.
* Attend team meetings, 1-1s, focus groups, and training sessions as scheduled.
* Provides recommendations to Supervisor regarding the resolution of recurring problems. Assists in formulation of problem-solving techniques for newly discovered issues.
* Maintain exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products and technologies.
* Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.
* Suggest marketing offers to customers during service calls.
* Handle additional projects and assignments as directed including outbound call campaigns.
* 1-2 years experience in training, public relations, sales, marketing or customer service
* Previous experience supporting customers through phone interaction preferred
* Experience or interest in working with technology is preferred
* Experience with customer contact systems is required
* Strong customer service skills
* Experience with and appreciation for electronic devices and computers, along with willingness and ability to quickly learn new technology
* Solid computer skills, internet savvy, and experience using CRM software
* Comfortable with social media including Twitter, Facebook, Instagram, LinkedIn, Pinterest
* Excellent communication skills, both verbal and written
* Spanish bilingual language skills preferred for some positions
* Adaptability and flexibility to work within different channels within the program as needed
* Ability to type and speak at the same time
* Strong problem solving, troubleshooting experience, resolving technical problems from start to finish
* Ability to advise and educate customers in a way they can understand - p ossess patience to work through technical issues with non-technical customers
* Experience working in the automotive or wireless telecommunications industry is an asset
* Ability to learn quickly and eagerness to learn new techniques and skills
* Highly organized, detail oriented, and able to thrive in a fast paced, changing environment
* Strong team building skills, to work well within a close team environment self-sufficient, resourceful and works well with minimal supervision
* Focus on Process and Business Improvement