Rep - Customer Service in Clearwater, FL at PODS

Date Posted: 5/10/2022

Job Snapshot

Job Description

JOB SUMMARY

Responsible for taking inbound Customer Service calls and providing service resolution to customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Perform repetitive duties daily involving the operation of a sophisticated phone system and proprietary software program
  • Address customer needs from the initial delivery to the scheduling of final pick up of containers
  • Initiate new and follow up on open Incident Reports derived from escalation situations
  • Meet or exceed minimum performance standards as set forth by management including, but not limited to conversion, adherence to schedule, average handle time, quality and customer satisfaction
  • Capture and input information for the scheduling of the initial delivery, pick up, redelivery, and final pick up of all customer’s containers
  • Ability to take a variety of call types, including sales calls as required to meet business needs
  • Ability to work required overtime as needed
  • Ability to work schedules as determined by management to meet business needs
  • May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

  • Typically reports to Management.  Direct supervisor job title(s) typically include: Sup -Sales and Service Center Operations
  • Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management).

 

Job Requirements

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

  • DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
  • SOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions
  • INFORM: Able to keep all appropriate parties up-to-date on decisions, changes and other relevant information
  • LISTEN: Able to actively listen and convey understanding of the comments and questions of others; Able to understand the situations, viewpoints and feelings of others before expressing own view
  • SPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understanding
  • QUESTION: Able to use effective fact-finding techniques to discover all relevant information; Able to ask questions that are not leading or biased; Able to challenge assumptions
  • BE STRAIGHT-FORWARD: Able to communicate directly (to-the-point) and rely on fact-based positions; Able to avoid the use of ambiguous language or statements that contain hidden or double meanings; Able to avoid being deceptive
  • BUILD AND MEND RELATIONSHIPS: Able to use appropriate interpersonal styles and communication methods (both verbal and non-verbal); Able to show consideration for the feelings and needs of others; Able to show awareness of the impact of own behavior on others; Able to recognize when relationships are damaged and take action to improve them
  • INFLUENCE: Able to use effective communication and interpersonal skills to convince others to accept ideas or goals (with or without the formal authority of a higher position); Able to gain agreement and commitment from others to support and implement methods or processes
  • MAINTAIN COMPOSURE: Able to stay calm and even-tempered when handling a crisis or stressful situations; Able to recognize and respond effectively to unexpected situations or adverse conditions
  • ADAPT: Able to maintain effectiveness by changing personal behavior and work routines / habits in response to new circumstances and requirements
  • BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor
  • DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company’s policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards
  • PROFICIENT COMPUTER USER: Able to keyboard, navigate a desktop, type,  perform data entry  and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate  general office equipment including company telephone system
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