Role Overview
The position’s number one priority is creating and maintaining strong professional relationships with our customers, handling their requests in a timely yet effective manner.
Key Responsibilities
- Provide professional and proper response to “outside of the box” customer related inquiries for accounts as required.
- Manage customer retention efforts and negotiations.
- Responsible to develop and improve the focus of customer relationship management with both internal and external customers by maintaining a proactive and integrated communication flow with Sales, Service, Raven, and other departments regarding customer service issues.
- Maintain the highest level of customer relations by effective communication and interaction.
- Ability to research and ultimately resolve a myriad of customer calls.
- Responsible to conduct, document and report all customer outreach calls.
- Ability to respond to customer requests in a timely fashion.
- Maintain detailed notes and track all communication efforts.
- Follow-up on unresolved customer requests/calls until an acceptable outcome has been achieved.
- Inform appropriate departments of certain requests that are initiated by customer and make appropriate follow up comments in database.
- Ability to present cases with detailed documentation to the Executive Management Team for review.
- Responsible to ensure customer satisfaction and company profitability by consistently adhering to policies and procedures established by Customer Care and the organization.
- Must meet or exceed the minimum performance standards.
- Perform special projects and all other duties as assigned.
Qualifications
- 3+ years’ previous successful experience in a customer service role, interacting with customers via telephone and email preferred.
- Previous work experience in service and installation environment strongly preferred.
- Ability to learn new technologies for the scope of the position.
- Quick learning with a positive, cooperative, and accommodating nature.
- Excellent verbal and written communication skills.
- Strong work ethic and ability to apply security and confidentiality measures.
- Applicant must be at least 18 years of age.
- High school diploma and five years of customer service experience, or equivalent experience.
- Must possess exceptional oral and written communication skills.
- Must be detail oriented and proficient in MS applications.
Work Requirements:
- Position is considered sedentary and requires extended periods of telephone and PC exposure.
- Must have the ability to interact professionally with varying personalities and all levels within the organization.
- Position is hybrid, reporting in office is mandatory.
EEOC Statement
UAS provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.