Customer Care Representative/Advisor

Faison Office Products based in Aurora, CO is a leader in single source convenience. We provide all office products from the boardroom to the lunchroom. We sell over 50,000 different office products ranging from office supplies & furniture to cleaning and break room supplies.



Faison offers all full time employees a total compensation and benefit package that includes Health, Dental Vision, and Voluntary Life coverage for the employee and family, Basic Life, Short term and Long term Disability for the employee, tuition reimbursement, 401k with a generous company match, and more. 



PURPOSE

 

Effectively takes ownership of customer requests, receives and enters orders via phone or email,

identifies and resolves problems in order to meet customers needs in a courteous and professional manner. Seizes revenue-generating opportunities by up selling to the customer base. Proactively provides an outstanding customer service experience which promotes customer loyalty and the retention of the customer base. If an inquiry cannot be resolved at point of contact, tracks the inquiry to completion through the appropriate departments and systems.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES in order of importance. Other duties may be assigned.

 

1. Enthusiastically and creatively handles large volumes of customer inquiries in an efficient and high quality manner in order to support the Contact Center vision and the company’s business objectives. Thrives to positively contribute to the Center’s success by effectively handling customer interactions, greeting customer properly, evaluating inquiries, providing appropriate assistance, accurately enters orders, seizes up selling opportunities, recommends substitutions, follows through to ensure customer needs are met in a complete, timely and effective manner. Interactions may occur across multiple channels including voice and electronic.

 

2. Identifies, records and resolves customer complaints or problems and follows up with the customer to assure appropriate action was taken and that the issue is resolved to the customer’s satisfaction.

 

3. Responds to customer exchanges received via email systems ensuring customer communications are recorded and processed in a timely and effective manner and are handled in accordance with company email standards.

 

4. Seizes selling opportunities by applying knowledge of product line, uses pricing guidelines and supports strategic sales initiatives and revenue rally campaigns. Recognizes lost business

opportunities and responds to pricing requests in accordance with predefined pricing guidelines.

 

5. Records all sales order transactions accurately to maintain customer records through completion of appropriate documentation and entering information into multiple systems.

 

6. Properly utilizes systems and processes when handling customer inquiries and researching and resolving issues. Consistently enters all relevant data for the purposes of tracking and analyzing customer information.

 

7. Assists customers and provides first level support for questions and issues regarding the use of electronic order applications.

 

8. Provides timely backorder notification and alternate product recommendations to customers when required.

 

9. Performs special order handling for non-stock items by recording, researching, tracking shipping dates, availability, special order pricing, and/or escalates to appropriate party.

 



10. Resolves data entry issues (kick-back of data) to ensure all errors are corrected (i.e., incorrect SKU #, discontinued items, quantities, unit of measure, etc.). Works with purchasing department to research and resolve issues.

 

11. Coordinates special delivery requests as well as documents customer delivery issues that require resolution.

 

12. Meets productivity and quality requirements for inbound and outbound calls, email, fax and other contact channels utilized by Center.

 

13. Understands and meets key performance measures for quality, accuracy, schedule adherence, dress code, code of conduct and productivity.

 

14. Works cooperatively with peers and other departments, keeping appropriate individuals informed to assure positive interpersonal and customer relations are maintained.

 

15. Completes required Customer Experience Advisor training successfully and attends all required sessions.

 

16. Maintains a good working relationship with vendors and resolves issues as required.

 

PRIMARY INTERACTIONS

 

Interfaces with customers, sales representatives, purchasing, and credit/collections personnel regarding customer requests.

 

COMPETENCIES

 

·  Excellent customer service skills

·  Excellent verbal and written communication skills

· Ability to work in a fast-paced environment

·  Professional telephone manner and email etiquette

·  Ability to properly use a web browser

·  Ability to defuse volatile situations resulting in a win-win

·  Good problem-solving skills

·  Must be a team player

· Good PC & data entry skills

· Demonstrates ambition

 

EDUCATION and/or EXPERIENCE

 

High school education or general education degree (GED) required. Minimum of one (1) year of

customer service experience within a call center preferred. Experience working in revenue generating call center with an intense focus on building customer relationships highly desired.



If you have the required competencies, experience, and education and are interested in joining the Faison – Strategic Alliance team you may forward your resume to: rforrest@faisonopc.com , or fax to 303-326-6676