Customer Experience Representative

BrandsMart•HOLLYWOOD, FL

About The Position

Be part of the Service Center team focused on delivering excellent customer experience to customers and members of the BrandsMart USA team. This role involves handling incoming calls, providing information and assistance, and ensuring a positive customer experience. The representative will manage data entry, maintain claims and contracts, and act as a liaison between customers, vendors, and the company. Key aspects include problem-solving, maintaining professionalism, and contributing to the overall efficiency of the service center.

Requirements

High school diploma or GED equivalent
One year of related work experience
Proficient knowledge in computer skills: MS Office – Word, Excel, Outlook
Ability to multi-task and stay organized
Excellent verbal and written communication and organizational skills
Ability to work independently as well as in team environment
Working knowledge or trainable in service center and retail computer systems
Self-motivated, results-oriented, highly organized, and able to manage multiple ongoing projects and tasks
Basic English writing skills and ability to communicate effectively
Fluency in spoken English (or another language as may be required) for communication with customers and other persons sufficiently to be understood and to be able to accurately comprehend responses
Basic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of repairs and parts and quantities as may be required
Ability to maintain a high level of professionalism in all situations

Responsibilities

Professionally and courteously handle incoming calls from customers, technicians, and stores, providing them with information, assistance, and a positive experience.
Be polite at all times when dealing with customers, show empathy, and take ownership of calls.
Handle a high volume of incoming calls within service metrics.
Enter data into software package and vendor portals resulting in scheduled service calls.
Maintain claims and/or contracts by thorough and accurate documentation of all discussions.
Make follow-up calls to customers daily to check operation of unit repaired.
Act as a bridge between customers, vendors, and BrandsMart, facilitating communication, scheduling, and addressing customer inquiries, concerns, or requests related to service.
Foster a professional working relationship with team members.
Assist with service center business, attend meetings, and training sessions when required.
Address customer issues or concerns promptly and effectively, seeking solutions and maintaining a high level of customer satisfaction.
Handle multiple tasks simultaneously, managing call traffic, and customer inquiries while maintaining professionalism and attention to detail.
Make informed decisions and problem-solving judgments to resolve issues as they arise.
Represent BrandsMart USA Service Center in a positive light both internally and externally through sound judgement.
Perform other duties that may be assigned from time to time.