Customer Resolutions Agent

Domestic & General • Norwalk, CA

1d • Remote

About The Position

This position is customer facing and can impact customer retention by providing world class service when a repair journey has fallen short of standards. This role is vital in both maintaining and exceeding established service SLAs for warranty support. The agent is essential to ensuring customer satisfaction while adhering to financial responsibilities of the plan T&Cs.
The culture at Domestic at General is creative, fast-moving and exciting as we’re going through a period of transformational change where customers are at the heart of everything we do… do not miss out on an opportunity to be part of both our culture and growth, apply now! Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks. At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey. For over 100 years, Domestic & General has been a trusted provider of aftercare for domestic appliances for over 16 million customers. You'll have tailored support and training throughout your time at Domestic & General, allowing clear career progression in the direction you choose. We're transforming a 100-year-old business into a tech-driven platform with a global reach. But to do that, we'll need a range of skills from all walks of life. Think you can help?

Requirements

• Prior experience in a customer resolutions or complaints handling role, with strong proven complaints handling experience
• Confidence in decision-making, under pressure
• Ability to work autonomously
• High attention to detail and accuracy
• A passion to deliver a first-class customer service
• Enthusiasm for working in a fast-paced environment
• Excellent communication skills
• Strong Microsoft Office experience with Word, Excel and Powerpoint
• Great team spirit and company culture!

Responsibilities

• Working closely with our customers and provides resolutions to include case management, complaints, service repairs and claims, accidental damage/accessories and product replacements
• Ensure positive customer outcomes for escalations, complaints, service requests, product replacements
• Be the voice of the customer by listening with empathy and acknowledging concerns
• Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and customer outcomes are met

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees