Primary responsibility is to answer the phones, emails and other correspondence with customer as needed. Collect data related to calls, emails, and create a customer experience. Retail, and dealer communication.

1. 1. Connect, and support team members

   2. Know and utilize resources

   3. Willing to learn and participate in training growth etc.

   4. Sales and Service minded

      1. Go beyond for the customer experience

   5. Follow all guidelines and procedures

   6. Answer the phone / Process emails with the same urgency

      1. Return voicemails within 2 hours

      2. Answer emails within 2 hours, always pick up the phone if email cannot be taken care of with information provided.

   7. Communicate with Customer Service Manager, General Manager

   8. Provide assistance to other CSR Rep’s, and Sales Coordinator

   1. Assist process authorizations

   10. Assist process claims

   11. Scanning

   50. Log phone calls & Emails

       1. Identify heavy hitter concerns, relay those to Management for product improvement

   1000. Be Aware of the Customer’s Journey, and continuously strive to make the journey positive and profitable

         1. Build and maintain relationships with customer channels to facilitate excellent Customer Service

   14. Understand the Big picture for growth

        

Competencies:

Emotional Stability – stable consistent mannerism, works well under stress, poise, knows how to handle and relieve stress properly.

Resourceful- Knows, understands and utilizes resources properly (systems, products, people)

Demonstrates initiative – willing to jump in/fill in when a need arises

Motivated- self-motivated and motivating others

Empathy, good listening skills

Forecasting the Day / Week- planning, action planning, strategic thinking (processes and people)

Time/Energy Management

Teachable – open to learn, willing to ask questions, assertive communication about needs/wants

Communication – multi- directional, cascading, prompt, concise, persuasive, diplomatic

Follow through

Reliable, Honest, Creative