Customer Service Representative - Aqua Quip Job at LESLIES POOLMART INC
Mission/Job Scope:
The mission for the Customer Service Representative is to satisfactorily process the influx of customer service issues through incoming phone calls, e-mails and letters. In addition, to research and resolve customer complaints effectively while maintaining Leslie’s brand as a leader in customer service. The team member provides the business with detailed call reporting for company programs and initiatives to help reduce the number of customer service incidents. Team member also supports our customer loyalty platform with data stewardship by merging and cleansing customer data, and monitoring profile updates, issue printed rewards, etc.
Outcomes:
- Improve customer satisfaction resulting in a decrease in customer issues year over year.
- Reduce the amount of dollars paid out to resolve issues year over year.
- Increase data integrity within the loyalty platform and case management tool.
- Develop reporting for all inquiries and help streamline resolution of customer issues.
Essential Competencies:
- Receive, research and respond to all types of customer service issues consistently following up in a timely manner and in a fiscally responsible fashion.
- Properly log all relevant information into customer service tool.
- Maintain customer service history files and reporting for lifetime of customer.
- Communicate individual issues and summaries to all appropriate field and corporate personnel on a daily or weekly basis as needed.
- Develop a network of interaction with vendors, key contacts in the service, accounting and merchandising departments to assist with customer issues.
- Copy, distribute and file customer service reports weekly to district managers and other corporate team members as requested.
- Develop and maintain a positive working relationship with store managers, district managers and regional directors.
Qualifications:
- Ability to remain resilient, exude patience and empathy, and provide excellent customer service when dealing with challenging situations.
- Excellent verbal and written communication skills and exceptional phone etiquette.
- Microsoft Word, Excel and Access proficiency with above average keyboard skills.
- Consistently positive, professional interaction with contacts at all levels.
- 2 years of retail customer service experience or general retail sales.
- History of good attendance and work habits.
- Ability to learn the ‘technical’ aspect of the swimming pool industry.
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