Customer Service Team Lead at Luminor responsible for ensuring service quality and team performance in retail banking. Collaborating with cross - functional teams to foster growth and efficiency.
About the role
- Customer Service Representative in National Sales processing orders and handling customer inquiries. Position serves various locations in the Southeast Region of the United States with hybrid work arrangement.
Responsibilities
- Provide contact and liaison between National Sales customers and the sales team and internal departments.
- Process incoming orders; receive, evaluate, and respond to written or telephoned customer inquiries in a timely manner.
- Work within established guidelines to achieve the objectives of the service agreement consistent with customer expectations.
- Back up to Sales Coordinator roles.
- Receive inbound calls and place outbound calls to customers to provide information about products and services, to take orders, or to obtain details of complaints.
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
- Resolve customers' service or billing complaints; check to ensure that appropriate changes were made to resolve customers' problems.
- Contact customers in order to respond to inquiries or notify them of claim results and any planned adjustments; refer unresolved customer complaints to designated departments for further action.
- Obtain and examine all relevant information to assess the validity of complaints and determine possible causes.
- Coordinate same-day deliveries and pickups for customers.
- Process pickup requests from customers and National Sales team.
- Respond to delivery/routing questions and issues from customers.
- Respond to product inquiries from customers.
- Share new or additional services or products with customers.
- Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
- Contact all customers affected by product recalls and withdrawals.
- Recommend improvements in products, shipping, service, or billing methods and procedures to prevent future problems.
Requirements
- High School diploma or equivalent required; Bachelor’s degree preferred.
- Minimum of three years experience in customer service call center environment required.
- Experience in food service distribution a plus.
- Excellent verbal communication skills and problem resolution ability required.
- Working knowledge of Microsoft Word and Outlook required.
- CRM / Phone Technology experience preferred.
Benefits
- medical
- dental
- vision
- 401K
- life insurance
- and much more!
Job title
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