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Customer Support Specialist

Location : Charlotte, NC 28269
Job Type : Temp/Contract
Reference Code : HVC
Hours : Full Time
Required Years of Experience : 2
Travel : No
Relocation : No
Industry : Customer Service and Call Center

Job Description :


Do you have the motivation to thrive and possess excellent communications skills? Do you have a passion for customer support? If so, we are looking to fill an Entry Level Contact Support Representative to work in a corporate environment to manage business accounts.


 


  


 


ESSENTIAL DUTIES AND RESPONSIBILITIES


 


• Ensure beginning to end resolution of all assigned service escalation files for North America Warranty through SAP and ServicePower


 


• Research the consumer history to gain understanding of service history and use as a foundation for making decisions on resolution


 


• Make outbound calls to the independent service network to secure service appointments for consumers


 


• Provide daily reporting to supervisor on final resolution on service escalations worked


 


• Utilize all available search options to prevent product replacements


 


• Monitor service call dispatches to ensure consumer service resolution on escalations


 


• Communicate information on policies and procedures to service delivery network and consumers surrounding warranty coverage


 


• Communicate servicer trends to leadership team to decrease service coverage and capacity gaps


 


• Promote teamwork and positive interaction amongst customers, both internal and external


 



Job Requirements



 


KNOWLEDGE, SKILLS & ABILITIES REQUIRED


 


• Strong problem solving, negotiation and critical thinking skills


 


• Working knowledge of Microsoft Office Suite (Word, Excel, PowerPoint)


 


• Excellent interpersonal and communication skills (written and verbal)


 


• Commitment to customer satisfaction


 


• Ability to adapt to and quickly learn new systems and processes


 


• Maintains an open mind and has a strong comfort level with change


 


• Accountable, dependable and punctual


 


• Demonstrated ability to set priorities, meet deadlines and multi-task 



Required Qualifications :
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