Associate I - Expert Response Champion

PODS•South Highpoint, FL

About The Position

Responsible for providing centralized support for associates and supervisors by resolving escalated customer issues, managing pricing and system actions, and identifying trends to improve business processes, customer experience, and operations. Responds to complex customer needs and concerns including billing, pricing, and scheduling issues.

Requirements

SOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions through the job, special assignments, training, or external activities
ORGANIZE: Able to assemble appropriate resources (people, funding, material, support) to get things done; Able to manage multiple activities simultaneously to accomplish goals; Able to schedule and coordinate work of others; Able to establish efficient work procedures to meet objectives; Able to form the right structures and teams to enhance productivity
PLAN: Able to anticipate obstacles and define alternate strategies
DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
COLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organization
ADAPT: Able to maintain effectiveness by changing personal behavior and work routines / habits in response to new circumstances and requirements
DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards
DEMONSTRATE SOUND JUDGMENT: Able to make appropriate decisions and has the vision to understand their impact; Able to use factual information to develop logical assumptions; Able to examine alternatives and consider resources, constraints and risks before committing to action
BE PERSONALLY PRODUCTIVE: Able to use own time efficiently and avoid wasting time; Able to organize work with realistic priorities for self and others; Able to demonstrate stamina to sustain effort over a period of time; Able to set high but realistic standards for self; Able to produce a high volume of work; Able to balance personal and work commitments to maintain "personal best" conditions
BE ANALYTICAL: Able to effectively gather all relevant information; Able to identify key issues; Able to qualitatively and / or quantitatively process data; Able to identify relationships, draw logical conclusions and interpret results for use in decision-making
SPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understanding
ACT WITH INTEGRITY: Able to demonstrate uncompromising adherence to ethical principles; Able to demonstrate honesty in all actions; Able to admit and correct mistakes promptly; Able to assume full responsibility and accountability for own actions
BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor
PROFICIENT COMPUTER USER: Able to keyboard, navigate a desktop, type, perform data entry and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate general office equipment including company telephone system

Responsibilities

Handle escalated calls as necessary to ensure quality customer service
Handles issues in the best interest of both customer and company. Ability to assess and identify root cause and proceed with appropriate action to resolve matter.
Communicate directly with customers along with Franchise and Corporate staff/departments regarding customer issues/requests in an attempt to resolve open issues and provide a seamless PODS experience to the customer
Assist front line service agents with questions on PODS services including billing, pricing, and scheduling concerns
Add Goodwill credits to accounts to resolve customer complaints and concerns
Adjust pricing and reverse inaccurate charges for products or services
Manage D365 access and process voids
Adjust pricing and apply discounts
Apply discounts for transit and additional move legs
Offer alternative solutions when standard pricing options are insufficient
Expedite cases to AR when needed
Provide reporting and insights to customer-impacting issues and trends
Track calls and cases by type
Properly disposition and note all interactions
Escalate insights to management through alerts
Deliver specialized support (i.e. Concierge service) for high-priority partnership customers, such as Costco
Help troubleshoot issues; reporting and documenting technical issues
Knowledgeable on all company processes that could impact a customer experience
Ability to interpret, navigate PODS proprietary systems and be in full understanding to explain all process / product questions
May perform other duties and responsibilities as assigned