Customer Engagement Advisor

Job Description: • Provide service and support to established and new, internal and external customers in a contact center environment. • Handle routine customer service inquiries, as well as escalation calls, related to mechanical service calls and general customer service inquiries via various communication channels. • Act as a company ambassador through accurately diagnosing service issues to deliver high quality service via multiple customer contact channels. • Provide equipment service and general customer support through successful resolution. • Accurately capture the voice of our customers to drive first call resolution across North America Operating Unit (NAOU) functions. • Utilize effective communication skills to ensure customer expectations are successfully achieved with all internal/external stakeholders. • Actively listen to customer inquiries and apply job knowledge to accurately complete the necessary request to ensure customer satisfaction. • Research account call history and use applicable resources/tools to problem-solve and make appropriate decisions to meet customer’s needs and resolve issues. • Escalate customer issues within established guidelines to ensure timely resolution. • Understand performance metrics and improves quality and capabilities to meet and/or exceed goals. • Ensure new/revised processes are understood and immediately applied to customer interactions via NAOU tools/resources. • Access multiple system applications simultaneously to effectively service customers. • Actively participate and contribute in engagement and team building activities. • Assist with projects per business needs. Requirements: • AA or bachelor’s degree preferred • High School Diploma or equivalent required • 2 + years customer service experience • Proven ability to communicate professionally and effectively both verbally and in writing • Demonstrated ability to provide outstanding customer service • Demonstrated ability to successfully work independently and in a team environment • Demonstrated ability to problem-solve and provide viable solutions based on customer needs and company objectives • One year experience working in various computer applications • Strong attention to detail and time management skills • Demonstrated ability to understand policies/guidelines and use them as intended • Call Center experience • Typing speed 40WPM or greater. • Knowledge of Salesforce and Genesys systems Benefits: • A full range of medical, financial, and/or other benefits, dependent on the position, is offered. • Annual Incentive Reference Value Percentage: 7.5 Apply tot his job Apply To this Job