Job Description

Customer Relations –Tier One Specialist

Classification
Non-Exempt

Reports to
Customer Relations Supervisor

JOB DESCRIPTION

Summary/Objective
Tier One Specialist assist the Customer Relations Supervisors with the collection of data from customers regarding in-store experiences. Via phone, text, and email correspondence with Customers, this position researches, organizes, tracks and develops materials that outline the customer experience, so it may be communicated to the Customer Relations Team, Cellular Sales Market Leadership, Verizon Wireless representatives and corporate personnel. Provides coverage to the Tech Protect Insurance Program and support to the Customer Service Team as needed and/or directed.

Essential Functions
+ Available to answer inbound calls and provide account support to include filing claims, cancelling claims, and providing necessary/requested information to Tech Protect customers.
+ Assist with the collection of data via phone calls and surveys.
+ Assist with the execution, analysis, and reporting of completed surveys and customer concerns.
+ Provide Tier One assistance to the Customer Service Team assisting with customer concerns.
+ Accurately disposition and document collected information into the internal ticketing system.
+ Refer unresolved customer concerns to designated leadership or departments for further investigation.
+ Obtain and examine all relevant information to assess the validity of survey and customer information to determine future action and possible solutions.
+ Assist the Customer Relations Operations Supervisor with identifying potential obstacles in the survey process.
+ Assist the Customer Service, Online Reputation and Operations teams during lower productivity times as necessary.
Competencies
+ Accountability: Accepting responsibility that results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization.
+ Oral Communication: Shaping and expressing ideas and information in an effective manner.
+ Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.
+ Teamwork: Working as a productive member of a cohesive group toward a common goal, and contributing to team development and effective team dynamics.
Supervisory Responsibility
This position has no supervisory responsibilities.

Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to sit for long periods of time and perform repetitious movements (computer, mouse, hand, eye, etc.)

Position Type/Expected Hours of Work
This is a part-time or full-time position. Days and hours of work depend upon business needs and schedule availability.

Travel
No travel is expected for this position.

Required Education and Experience
+ High School diploma or equivalent experience required.
+ Positive attitude and dedicated work ethic.
Preferred Education and Experience
+ Previous Experience with Customer Service.
+ Previous Experience with Customer communication via phone and email.
+ Previous Experience with in-depth research.
+ Previous experience with Online Reputation and/or social media tasks (answering questions via email, use of chat features, etc.)
+ Proficiency in Excel and other Microsoft programs preferred.
Additional Eligibility Qualifications (Knowledge, Skills, Abilities)
Knowledge
+ English Language— Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
+ Clerical – Knowledge of administrative, clerical procedures, systems such as managing files and records, designing forms and other office procedures and terminology.
Skills
+ Time Management – Managing one’s own time.
+ Planning and Organizing – Setting priorities and defining actions, time and resources needed to achieve predefined goals.
Abilities
+ Organizing, Planning, and Prioritizing Work – Developing specific goals and plans to prioritize, organize, and accomplish your work. Able to discern time sensitive situations and act accordingly.
+ Importance of Being Exact and Accurate – The ability to be very exact or highly accurate in performing daily duties.
AAP/EEO Statemen
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