Service Solutions Specialist in Clearwater, FL at PODS

Date Posted: 11/6/2019

Job Snapshot

Job Description

JOB SUMMARY

Responsible for taking inbound Customer Service calls.  Provide a solution based approach with each customer interaction including: scheduling moves, providing expertise knowledge and guidance, thoroughly answering questions and resolving/escalating any concerns the customer might face with accuracy and efficiency. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Managing incoming customer inquiries/requests
    • Contact channels include but are not limited to inbound calls, outbound calls and live chat
  • Ability to take a variety of call types, including sales calls as required to meet business needs
  • Provide solution based support to customers to ensure quality service.
    • Active listening techniques to ensure full understanding of the customers’ needs
    • Ensure accurate/complete data is notated for each customer interaction (scheduled dates and address, notes, customer data, move specifics/notes)
    • Provide accurate, valid and complete information to the customer by using the right methods/tools
    • Provide professionalism in tone, grammar and written content to ensure an exceptional customer experience and adherence to brand standards
  • Provide feedback/trends on escalated issues in an attempt to minimize any negative impact on the Brand or Customer Experience
  • Communicate directly with Franchise and Corporate location staff to ensure a seamless order entry process
  • Perform repetitive duties daily involving the operation of a sophisticated phone system and proprietary software program
  • 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
  • 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

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • High School Diploma or GED
  • 0 – 2 years call center customer service experience preferred
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience

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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