Job Description

The associate in this position takes inbound communication from both internal and external customers via telephone, letters, e-mail and/or social networks. Provides excellent customer service via active listening and professional communication. Identifies, categorizes and resolves root causes of customer issues including technical support on installations and parts inquiries. Identifies problems that he/she cannot resolve and escalates them to appropriate leader within the department. Takes ownership of customer issues and provides complete end to end issue resolution by utilizing resources available.Key Responsibilities:80% Customer interaction including inbound customer concerns, outbound customer follow-up and issue resolution.20% Customer issue resolution including follow up to internal and external resources. Other activities as assigned by leadership.