Stairsafe Acorn Club Agent - Orlando, FL

Acorn Stairlifts, Inc.•Orlando, FL

7h•$0 - $19•Onsite

About The Position

Act as the primary point of contact for customers and dealers having questions or concerns with installation, service or of an administrative nature. To be successful in this position requires proper phone skills of a traditional customer service role but also it is helpful to have mechanical aptitude.

Requirements

Must have basic working knowledge of Microsoft Windows and have proficient typing skills.
Should possess good reading skills and have a clear speaking voice; Capacity for listening, dealing with confrontation, and overcoming objections.
Customer-centric mentality.
Product knowledge and methodological troubleshooting.
Telephone etiquette, maintain a positive, empathetic and professional attitude towards customers at all times.
Ability to read and comprehend simple instructions, short correspondence, and memos; Ability to write simple correspondence; Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Excellent verbal and written communication skills.
Works with the team; contributes to positive team environment
Approaches others in a tactful manner; Reacts well under pressure; Accepts and adapts to frequent change.
Works with integrity and ethically; supports organization’s culture, goals, and values.
Adheres to work schedule.
Ability to apply analytical thinking

Nice To Haves

mechanical aptitude

Responsibilities

Monitor, Action, Resolve Stairsafe Reporting
Monitor, Action, Resolve Acorn Club Contact Requests
Resolve customer concerns
Provide technical assistance
Escalate advanced-level technical requests and customer complaints.
Completes incident reports
Contacts assigned clients 24 hours in advance to confirm service appointments
Cluster annual inspections daily, ensure all field personnel have a minimum of three jobs daily.
Assist customers with parts ordering and service call scheduling.
Document client contact and outcome in client database.
Determine warranty coverage and enforce field collections or provide accurate invoicing for finance department.
Process payments
Identify and escalate recurrent breakdown and services.
Process RMA’s
Respond to voicemail’s and techsupportteam email requests.
Observes all health/safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.
Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.