Customer Service - Call Center (Onsite Only)

Miedema Asset Management•Byron Township, MI

34d•$18 - $19•Onsite

About The Position

Miedema Companies consists of 8 individual operating entities from multiple locations specializing in asset liquidation through the auction process (live or online) or direct sales; equipment and machinery appraisals; and various other services based on client needs. This role serves as a representative for Miedema Companies, assisting coworkers and managers across all departments and companies as requested, and contributing to a positive and organized work environment.

Requirements

Focus on a task and complete with thoroughness and detail.
Manage multiple communications channels at once (chat, email, phone, text)
Demonstrated passion for excellence with respect to treating and caring for customers
Communicate clearly and professionally, both verbally and in writing
Field complaints and unpleasant customers with respect
Experience with Microsoft Office (Excel, Word, Outlook)
Proficient with Internet Browsers (IE, Google Chrome, Firefox, Edge) and ability to troubleshoot mobile device settings
Punctual, organized, dependable, high availability and proven attendance
Work well with co-workers and provide support as needed

Nice To Haves

Use & functionality of our auction site
Use & functionality of our internal software systems
Telephone system functionality
Auction site training for understanding of process of auctions
Daily task training as applicable

Responsibilities

Active participation in customer service center call queues
Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
Efficiently gather the reason customer needs assistance (listen)
Educate the customer when applicable to help them be self-sufficient
Document conversations and actions taken
Provide quality service and support in a variety of areas through multiple channels of communication (phone, chat, email, text) including but not limited to registering & accessing accounts, placing bids, processing payments, scheduling pickup, mobile device connections, and general information regarding our auction site & services.
Maintain a balance between company policy and customer benefit in decision making.
Connect the customer to the best source of resolution based on their needs
Submit support requests forms to various departments as needed to resolve situation (in place of transferring calls)
Place outbound calls to follow up on payment and pickup of items won on auction
Documentation of all actions with customers
Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
Assist all co-workers as requested
Job description is subject to change as needs arise, tasks may be added or reassigned