Things We Value:
Acting with the highest level of honesty, trust, character and transparency.
Making a unified effort to achieve the goals of the organization; embracing accountability for exceptional performance every day.
Commitment to excellence in reaching our full potential as individuals and as an organization, exceeding the ordinary and the expectations of our partners.
Approaching every challenge with creative energy, discovering unrivaled solutions to maximize success; focus on creating and delivering compelling customer value.
Belief in the power of a diverse workforce and in creating a positive impact on both the environment and our community.
What You'll Do/Who You Are:
You are energetic, passionate and bilingual, and you are ready to deliver a customer experience like no other. You will receive emails, chats and inbound calls from customers pertaining to service related events covered under their service contract and it will be your responsibility to resolve their issues. You are an exceptionally good communicator, with strong Customer/Client Focus, Organizational Skills, Problem Solving/Analysis, Time Management and Technical Capacity.
Day to Day:
Verify contract information and initiate claims based on client-specific terms and conditions while following internal procedures.
Display compassion, courtesy and respect while communicating with customers, client partners, or service providers.
Perform basic troubleshooting on electrical and mechanical products such as Appliances, Power Tools, Massage Chairs, Cell Phones, Consumer Electronics, etc.
Assist customers with other service contract or manufacturers warranty related issues such as contract/product registration, cancellation and billing issues, etc.
Accurately document and update records in required systems.
Use effective decision-making skills to resolve the customer's issue during the call.
Maintain call handling performance metrics for Average Speed of Answer, Service Level, Average Handle Time, Personal Time and Quality Monitoring review.
Approve service dispatches $200.00 or replacement claims up to $800.00 once approved by management.
Perform other related duties as required. Complete department back office functions. (Error Forms, Contract Updates, etc.)
Participate in assigned Individual Development Plans centered around associate development.
The position is full time with a 40-hour work week. There is a potential for overtime.
What's it Like Here?
Legal requires that we tell you that this job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines (what are those?)
What we'd really like you to know is that we are a melting pot of people and we cultivate winners. Each of our team members recognize their role in the customer journey from beginning to end, building connections along the way. Our culture isnt just about the color on the walls or company picnics. The Centricity Frenzy is full of passionate and innovative standouts who foster one anothers energy and successes. The relationships we build with each other, our clients and customers go beyond punching the clock.
In addition to being a phenomenal place to work, we value our team members and provide competitive pay, benefits, 401K, excellent PTO, training and development as well as tuition reimbursement!
Required Education and Experience
4 Years of Previous Call Center Experience (or some college & 2+ years of customer experience
High School Graduate
Fluent in English and Spanish
The preceding position description has been designed to indicate the general nature of the 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, complete or exclusive list of the duties of the position. Additional and different duties may be assigned from time to time.