Representative, Contact Center Escalation, Home Appliance

Let's Grow Together

Our mission is to live our "at your side" promise and simplify and enrich the lives of our customers, employees, and communities. "At your side" is more than a slogan to us; it's the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We're committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we'll be "at your side" every step of the way.

The Representative, Contact Center, Home Appliance Escalation resolves customer escalations via phone, email, chat and social platforms from vendor support tier 1 about Home Appliance Division (HAD) products. This position provides operational and troubleshooting steps on home sewing machines, crafting products, embroidery software and supported Apps. This role explains products and services, places orders and enters data into the Oracle customer service database.

• WHAT YOU'LL DO

• Escalation Support and Customer Resolution

• Act as the highest-level support for escalated customers by taking responsibility for and resolve incidents which are beyond the vendor's ability to handle

• Answer inbound transferred calls using Five9 phone system

• Place outbound calls when requested for resolution

• Follow and explain equipment operating and troubleshooting instructions using Oracle Service Cloud (OSvC) Knowledgebase, User Manuals and Websites to provide answers to the customers questions

• Respond and resolve escalated customer issues via email and chat while building customer loyalty and satisfaction

• Accurately record and create customer's information, product information and incidents into the Oracle Service Cloud (OSvC) customer database

• Submits proposals for new and updated answers and FAQ's for troubleshooting where needed

• Assisting customer with subscription services using system tools

• Performs detailed research to answer customer inquiries and requests

• Work collaboratively with BSquare to resolve escalated customer issues on social media like Facebook, Twitter, etc.

• Work cross-functionally with product owners, vendors, tech support and content writer to deliver best customer experience

• Follow established procedures to request for repair or swap

• Provide service center locations, information on product specifications, compatible accessories, pricing and where to buy the desired product

• Enter orders and provide status of existing orders

Call Center Compliance Requirements

• Maintain knowledge of compliance requirements, policies and procedures

• Maintain a customer service quality average call quality score of 90%

• Maintain average talk time, release time, occupancy, and number of calls within guidelines

• Complete required Brother University (BU) / LinkedIn courses and training for continuous improvements

• ABOUT OUR IDEAL CANDIDATE

• Education

• High School Diploma (or G.E.D.) General Education Required

Experience

• Minimum 3 years Robust customer service skills, customer facing Required

• Minimum 1 year of basic sewing knowledge & experience using a sewing machine. Scrap booking, paper crafting & experience using a cutting machine Required

• Minimum 2 years Inbound Call Center experience Preferred

Software/Technical Skills

• Microsoft Office Suite (Word, Excel, and Outlook) Intermediate Required

• Ability to navigate websites, search engines etc Intermediate Required

• Five9 or related Customer Service telephony software Intermediate Required

• App store and Subscription Service Knowledge Intermediate Required

Other Skills/Knowledge/Abilities

• Excellent customer service phone skills

• Good communication skills, both written and verbal

• Proficient typing skills

• Ability to navigate websites to provide information to customers

• ADDITIONAL DETAILS FOR THIS ROLE

• This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

• The salary (or hiring) range for this position is $37,440.00 per year ($18.00/hr.)

• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2024/guidebook

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit www.brother.com.

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application, a reasonable accommodation will be made upon request.