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AR Customer Solutions Specialist in Clearwater, FL at PODS

Date Posted: 5/19/2018

Job Snapshot

Job Description

JOB SUMMARY

Monday - Friday with occasional Saturdays: 


11:30am-8:00pm Shift

Responsible for Providing exemplary service to all current and potential customers to ensure a seamless moving experience, from initiation of sale to move completion. Coordinate and expedite all account activity to include: sales, customer service, handling escalated calls and providing problem-solving assistance, maintain detailed records, communicate and coordinate with both Corporate and Franchise location staff to facilitate successful placement and movement activity. Establish and maintain business relationships with Corporate internal departments, Corporate and Franchise markets.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • One call resolution; ability to assess and identify root cause and proceed with appropriate action to resolve matter at hand
  • Ability to de-escalate a situation and offer solution to both customers and/or Franchise partners
  • Ability to take ownership and prioritize escalated situations to ensure situation is cared for in a timely manner
  • Maintain and fulfill follow up commitments during resolution process through completion
  • Communicate directly with customers regarding escalated issues immediately upon receipt in an attempt to resolve
  • Ensure lines of communication are kept open and continue efforts with all parties involved until matter is resolved
  • Create and resolve Incident Reports to ensure accuracy, thorough documentation and appropriate action is taken to resolve
  • Ensure all documents received are scanned upon receipt to applicable account and/or Incident Report for reference
  • Provide feedback/trends on escalated issues in an attempt to minimize any negative impact on Brand or Customer Experience
  • Communicate directly with Franchise and Corporate location staff to ensure a seamless transition for customers
  • Ability to multi-task main stream department functions and test new campaigns as presented
  • Work closely with Franchise locations, Sales & Service Center, Office of the Executives, Accounts Receivable Dept. as well as any other internal departments
  • Ability to run and review reports, maintain departmental spreadsheets for tracking purposes
  • Communicate and follow up on website contacts in timely manner
  • Ability to interpret, navigate RBMS, be in full understanding to explain all billing/payment related questions
  • May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

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

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

  • COLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organization
  • DEMONSTRATE SOUND JUDGMENT: Able to make appropriate decisions and has the vision to understand their impact; Able to use factual information to develop logical assumptions; Able to examine alternatives and consider resources, constraints and risks before committing to action
  • 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
  • THINK STRATEGICALLY: Able to see the "big picture" and be future-thinking; Able to anticipate future trends and consequences accurately; Able to take a broad perspective; Able to create a vision of organizational objectives; Able to make decisions based on long-term company goals
  • 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
  • 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
  • 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

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • High School Diploma or equivalent. Associate degree preferred
  • Minimum two year experience working in an Accounts Receivable related environment
  • Minimum 6 months experience working in customer service related environment preferred.
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience

PHYSICAL REQUIREMENTS

  • Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitor
  • Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 50 lbs.
  • Ability to hear and verbally communicate using a telephone handset and/or connected headset device

WORKING CONDITIONS

  • Regular business hours. Some additional hours may be required. May be subjected to inclement seasonal weather conditions if position calls for working in a warehouse or factory environment, or traveling to/from various locations.
  • Travel requirements:  Negligible
  • Climate-controlled office environment during normal business hours
  • Regular attendance and punctuality required

May be subject to  pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy

DISCLAIMER 

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job.  

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

It is essential for us to work in an atmosphere of friendly cooperation; it is your responsibility to:

  • Ask your direct supervisor for an explanation of anything you do not understand.
  • Attend Orientation class and any required training sessions.
  • Read your job description and Associate Handbook; sign the required acknowledgement documents and return to HR.
  • Ask any questions about these items as well as any information given to you at meetings and through individual or group instructions, which will assist your understanding of this position.