Customer Experience Agent II

Company:  

US0670 Edward Don

Sales Territory:  

None

Zip Code:

60517

Travel Percentage:  

0

Compensation Range:

$19.25

The compensation range provided is in compliance with state specific laws.  Factors that may be used to determine your actual rate of pay include your specific skills, years of experience and other factors.  

You may be eligible to participate in the Company's Incentive Plan.

BENEFITS INFORMATION:

For information on Sysco’s Benefits, please visit https://SyscoBenefits.com

QUALIFICATIONS
Education

• High school diploma or equivalent

• 2 years in a Customer Service function

• Customer centric and Internet savvy

• Strong MS Office skills

Experience

• Restaurant supply/commercial food service experience

• Call Center experience

• Salesforce experience

RESPONSIBILITIES

• Proactively communicate to all internal and external related parties to exceed customer’s expectations.

• Able to handle escalated non-management calls.

• Respond timely and accurately to all incoming customer correspondence along with thorough documentation.

• Receives customers' requests by telephone, email or chat, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person.

• Demonstrates ownership of customer requests with follow through, documentation and complete resolution.

• Assists in returns and replacements as needed.

• Analyzes transactions, corrects records, and adjusts errors.

• Provide accurate information regarding pricing and availability of in-stock items.

• Resolves customer questions related to orders, places orders where opportunity is present.

• Maintains 92% minimum average in customer service and sales area quality assurance reviews.

• Has knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.

• Remain current with product knowledge by attending vendor meetings/training and participating in provided training/education.

• Proactively identify and communicate areas of department, training and process improvements needed and for areas of company growth.

• Participate in training support of CSRI where needed.

• Manage time effectively, meet personal and goals and work effectively with other members of the distribution team.

• Report any system or product inaccuracies.

• Follow company policies and procedures.

• Performs additional duties as assigned.

Professional Skills

• Emulates professionalism for others to model. 

• Superior time-management skills.

• Ability to multi-task and stay focused on critical objectives.

• A positive, can-do attitude is a must.

• Able to work in a fast paced, closely integrated team in which customer delight, communication, teamwork and flexibility are essential.

• Ability to write short correspondence.

• Ability to accurately spell.

• Ability to speak and write English in a clear, understandable manner.

• Ability to accurately follow detailed procedures and processes.

• Ability to work with a diverse group of people.

• Ability to work comfortably under pressure.

• Ability to work independently and with a group on various on-going projects simultaneously.

• Must be able to perform basic arithmetic calculations (e.g., addition, subtraction, multiplication, division, and percentage functions.)

• Ability to concentrate for extended periods of time.

• Excellent oral and written communication skills.

• Ability to plan and organize time and projects efficiently.

• Excellent critical thinking and problem solving skills

• Ability to exchange and furnish information requiring detailed explanations and maintain active discussions with customers and other work groups.

• Ability to act in an ethical, honest and professional manner at all times.

• Desire to work independently as well as in a team environment.

• Maintain discretion with all company information regarding customers, pricing, products, and procedures.

Physical Demands:

The physical demands described here are representative of those that must b