Customer Experience Representative

Talent Acquisition/Human Resources, The Aaron's Family of Companies•Hollywood, FL

44d

About The Position

We are BrandsMart – A leading Consumer Electronics and Appliance Retailer in the Southeast. With retail stores in Florida and Georgia and a growing e-commerce presence, BrandsMart USA has a legacy of offering your favorite brands at the lowest prices. We provide our team members the opportunity to reach their full potential in a high-energy, incentive-based environment with competitive benefits. This is much more than a job – it is a career with purpose. Summary: Be part of the Service Center team focused on delivering excellent customer experience to customers and members of the BrandsMart USA team.

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