CUSTOMER ESCALATION & RESOLUTION REPRESENTATIVE

  • location: Boynton Beach, FL
  • type: Temp to Perm
  • salary: $17.50 - $18.50 per hour
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job description

CUSTOMER ESCALATION & RESOLUTION REPRESENTATIVE

We are a rapidly growing cross-country moving and storage company that is looking for THE ROCKSTARS of Customer Escalation/Resolution Reps. We have a highly specialized customer service task team is the backbone of our business and handles all problematic calls, concerns, issues, and customer escalations that come into our Customer Service department. We need experienced people who can handle irate customers and calm them, help them, and resolve issues for them in a timely manner. We need experienced customer service, call center, or expert problem solvers over the phone. We have a varying schedule to accommodate our customers needs but because we do expect a high level of professionalism and courtesy from our Customer Escalation Team, we are offering unbelievable pay and a medical & dental package that we contribute to 50% We also provide paid classroom-style training and job shadowing for one full month at $15.00/hour and then you pay rate increases to $17.50-$18.50/hour after training is finished. If you like what you are hearing.....please upload your resume!
WE HAVE TWO SEPARATE SHIFTS THAT NEED TO BE COVERED......
SHIFT ONE: SHIFT TWO:
Monday: OFF Monday: 12:00 noon - 10:00 pm
Tuesday: 11:00 am - 10:00 pm Tuesday: 12:00 noon - 10:00 pm
Wednesday: 12:00 noon - 10:00 pm Wednesday: 12:00 noon - 4:00 pm
Thursday: OFF Thursday: OFF
Friday: 10:00 am - 8:00 pm Friday: 12:00 noon - 8:00 pm
Saturday: 9:00 am - 6:00 pm Saturday: OFF
Sunday: OFF Sunday: 10:00 am - 6:00 pm
Responsibilities:
Duties and responsibilities include the following. Other duties may be assigned.
+ Provide customers with pick-up information and delivery information.
+ One positive review per week from an existing customer.
+ One home service sale per agent per week
+ Talk time of 5 hours per day
+ Minimum of 80 calls per day
+ Proper notation on accounts
+ Callback all customers in accordance with the customer callback policy
+ Confirm compliance has all the shippers documents and that the balance is accurate
+ Check over shippers orders for accuracy.
+ Make sure all paperwork and notes are completed before leaving for the day
+ Responds to all email sent from management in a timely manner.
+ Performs other related duties as assigned.
Working hours: 12:00 PM - 10:00 PM
Skills:
Skills:
+ Polished, Calm and Professional Phone Voice
+ Able to deal with an irate customer and calm them down
+ Provide quick solutions and diffuse problems
+ Quick Thinking and a positive phone presence
+ Willing to learn best techniques and apply them to your skill-set
Qualifications:
This is a SENIOR LEVEL position, we would like to see at least 2-3 years of prior Customer Service experience, High Volume Call-Center experience, or 1-2 years in an actual Escalation/Resolution position.
Customer Service Managers, Call Center Supervisors and Managers, Senior Resolution/Escalation professionals are wonderful candidates for us!
This position requires passing a multi-state background check. No exceptions.
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.
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