Customer Care Store Representative

You must have 6 months RTG Care Center experience to apply. 

Store Representative

This position is responsible for providing guidance and leadership to the ACD inbound agents. This position will also process Store Helpdesk tickets, emails and document actions taken to resolve customer cases. This position will assist agents with customer issues and phone calls, taking them over when necessary.   

Essential Duties and Responsibilities: 

·                    Coaches, leads, and mentors agents for growth and success. 

·                    Thoroughly researches a customer’s account 

·                    Thoroughly understands the issues related to the furniture in question 

·                    Clearly and precisely documents the customer’s account 

·                    Provide the stores with quick responses to customer concerns brought forward while maintaining a high degree of accountability. 

·                    Professionally handles escalated customer incidents ensuring best customer experience 

·                    A willingness to complete tasks in a timely manner while also assisting agents across the care center at a highly professional level in order to foster the development of the agents. 

·                    Ensure at all times the best experience for the customer using established best practices. 

·                    Performs other duties as required. 

Employment Standards:? 

Knowledge 

·                    Knowledge of RTG’s customer care programs and policies as well as all customer care programs used to service our customers. 

·                    Knowledge of Microsoft Office tools. 

Education 

·         High School Diploma or equivalent 

Experience 

·        Minimum 6 months of relevant Customer Care Experience. 

Essential Requirements 

·                    Team player, strong attention to detail, able to multi tasks in a fast-paced work environment. 

·                    Able to complete tasks in a timely manner while also assisting agents 

·                    Ability to manage time efficiently 

· Regular, reliable attendance and punctuality to serve our customers

·                    Excellent verbal and written communication skills with ability to effectively present and communicate. 

·                    Excellent organizational skills with ability to handle multiple priorities. 

·                    Excellent analytical skills with the ability to think independently and take corrective action. 

·                    Ability to deal with problems involving several variables in a variety of situations. 

·                    Ability to act independently and take initiative to solve problems, implement solutions, and create new processes 

·                    Ability to maintain all job-related information in a confidential and private manner. 

Working Conditions 

·                    Ability to sit for prolonged periods in one location which may be restricted to the employee’s workstation. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.