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Commercial Service Specialist in Clearwater, FL at PODS

Date Posted: 6/19/2018

Job Snapshot

Job Description

 JOB SUMMARY

The Business Solutions Specialist – Service is responsible for making/receiving telephone calls and receiving/sending emails to deliver 100% customer satisfaction to PODS’ commercial customers.  This is accomplished by answer incoming calls promptly after completing the previous call, providing customer support and referring more complex issues and lead opportunities to field sales staff.  The Service Specialist will also be responsible for initiating new and following up on open Incident Reports created by escalated situations. This role will also ensure that information regarding delivery, pick up, redelivery and final pick up of containers is accurate and completed in a timely manner.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Perform daily duties involving the operation of a sophisticated phone system and proprietary software program
  • Maintain high phone adherence to sell to and service commercial customers
  • Solve complex customer service issues
  • 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 escalated situations
  • Maintain a 100% customer satisfaction outlook at all times
  • Maintain relationships with franchisees and corporate operations staff that is customer and profit-focused.
  • Utilize CRM to update and manage the customer account lifecycle.
  • Capture and input information for the scheduling of the initial delivery, pick up, redelivery, and final pick up of all customer’s containers
  • 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: Education & Experience Requirements

  • High School Diploma or equivalent. Associate degree preferred
  • 2-4 years’ experience working in a high volume sales call center or three years in a customer service related environment
  • Collaborative and excellent communication skills

 

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 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.

 

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