Guest Care Agent

The Dufresne Group•Winnipeg, MB

4d•Onsite

About The Position

The Dufresne Group is currently seeking a Guest Care Agent in Winnipeg for our Guest Care Team. As a Guest Care Agent you will be responsible for addressing customer service issues over the phone in relation to Delivery, Manufacturer Warranty claims, and Extended Warranty claims. You will have ownership of a service case load and manage service providers, providing notification to customers regarding delivery windows and repair technician schedules.

Requirements

Experience in an in-bound call centre or help desk an asset.
Good computer skills with working knowledge of Microsoft Office products and ability to learn in-house computer programs.
High School Diploma with 1-2 years customer service experience preferred.
Excellent verbal communication skills and telephone etiquette with ability to negotiate tactfully and act with diplomacy and respect.
Ability to maintain composure and work well under pressure/stress.
Well organized with ability to prioritize and juggle multiple tasks.
Ability to work independently.
Excellent negotiation skills.

Nice To Haves

Combination of education and experience will be considered.

Responsibilities

Provide excellent customer service to internal and external guests.
Monitor the phone queue to answer guest calls promptly and professionally.
Communicate with guests by following the company’s resolution processes, which are based on Product Knowledge, Customer Service guidelines, and a Decision Calculator.
Process Extended Warranty claims, including probing to determine issues, eligibility for coverage and best resolution method.
Contact guests through outbound queue to provide updates on open service order status, apprise of resolution decisions, and schedule technicians.
Book deliveries and advise of delivery/technician timeframes.
Negotiate resolutions with guests with regards to their product within authorized policies and amounts.
Accurately opens, monitors, and closes Customer Service Orders using Standard Operating Procedures (SOP’s) including proper allocation of costs.
Accurately records Delivery Completion Data.
Complete Customer Invoicing.
Invoice and shipping documentation reconciliation as required.
Initiate parts ordering.
Greeting guest in person and answer telephone inquiries regarding deliveries as required.
Reviews scheduled deliveries.
Understand and follow all safe work practices and rules.
Ability to balance the needs of the guest with the business requirements of the organization.
Execution of extended protection plan sales.
Demonstrates the company’s values in all aspects of their work performance.