Serialized Customer Service Analyst
About The Position
The Serialized Customer Service Analyst handles customer inquiries and complaints with the highest degree of courtesy and professionalism to resolve outstanding issues. This position provides alternative solutions where appropriate for sales orders, returns, and/or repairs with the objective of retaining customer's business. Serialized Customer Service Analyst demonstrate continuity by ensuring all platforms and systems are updated as required that provides data for further analyzing. This position utilizes critical thinking skills, as well as decision making skills for prompt resolution that has a positive ending result for the customer and the company.
Requirements
- Two years of call center experience
- High School Diploma or equivalent
- Proficient experience operating a computer in several different platforms.
- Excellent oral, written, and leadership skills.
- Time management & organizational skills are essential.
- Maintain confidentiality as required.
- Experience with CRMs
- Microsoft Office, Google Suite
- Must be at least 18 years of age.
Nice To Haves
- Firearms experience
- ATF Compliance knowledge
- PSA Manufacturing experience
Responsibilities
- Responsible for providing real time information regarding sales orders, repairs and returns to the customer.
- Provide "One Call" resolution to customers who have additional needs regarding their order, replacements, or accessories.
- Continually maintain working knowledge of all company products, services and promotions and proactively seek out further training and knowledge base if needed.
- Ensuring a proactive approach is taken in corresponding with customers regarding any order they may have.
- May be required to work in one or more queues/skill sets over various customer contact channels, including email, chat, and phone, depending on the customer needs.
- Illustrate critical thinking by ensuring all resources that have been provided are utilized and updated in real time prior to escalating any customer to a higher level.
- Provide daily reports and/or any applicable information regarding duties performed, including escalations, returns and/or repairs, fix-its, or refunds to CS Manager and/or Supervisor.
- Prioritize customer's orders by ensuring all Key Performance Indicators are met by continuing to request necessary information required for customer satisfaction, up to escalation, if needed.
- Continuously demonstrate willingness to assist in all aspects of our customer life cycle upon completion of training.
- Process customer returns by checking firearm(s) in Orchid and NetSuite
- Reship customer orders if needed by following SOP for NetSuite and Orchid
- Reach out to FFLs to purchase firearms that are needing a refund instead of returning to PSA.
- Assist in researching issues that occur within serialized warehouse, including audits.
- Updating Magento, Orchid, and NetSuite with new FFLs as they come in and prioritizing the orders to service the customer.
- Allocate customer returns to store locations after processing return.
- Responsible for generating UPS exception report for packages that are showing no movement or intercepted and problem solving the case for the customer.
- Filing UPS claims for serialized product and following up with the FFLs to confirm delivery.
- All other duties, as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
