Guest Care Agent

The Guest Care Agent is responsible for addressing customer service issues related to delivery, manufacturer warranty claims, and extended warranty claims, including owning a service case load and managing service providers. The agent also provides notification to guests regarding delivery windows and repair technician schedules. Role Purpose

• Provide excellent customer service to internal and external guests.
• Monitor the phone queue to answer guest calls promptly and professionally.
• Communicate with guests by following the company’s resolution processes, which are based on Product Knowledge, Customer Service guidelines, and a Decision Calculator.
• Process Extended Warranty claims, including probing to determine issues, eligibility for coverage and best resolution method.
• Contact guests through outbound queue to:

• Provide updates on open service order status, apprise of resolution decisions, and schedule technicians.
• Book deliveries and advise of delivery/technician timeframes.

• Negotiate resolutions with guests with regards to their product within authorized policies and amounts.
• Accurately opens, monitors, and closes Customer Service Orders using Standard Operating Procedures (SOP’s) including proper allocation of costs.
• Accurately records Delivery Completion Data.
• Complete Customer Invoicing.
• Invoice and shipping documentation reconciliation as required.
• Initiate parts ordering.
• Greeting guest in person and answer telephone inquiries regarding deliveries as required.
• Reviews scheduled deliveries.
• Understand and follow all safe work practices and rules.
• Ability to balance the needs of the guest with the business requirements of the organization.
• Execution of extended protection plan sales.
• Demonstrates the company’s values in all aspects of their work performance.
• Other duties: this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that may be required, or which may change over time, and which can be changed at any time, with or without notice.

Success Metrics

• Ensuring Guest Centric ideals with providing timely, professional, and effective customer service to both internal and external guests.
• Effectively process Extended Warranty claims, Customer Service Orders, and invoicing accurately and in compliance with Standard Operating Procedures (SOPs), ensuring proper allocation of costs and timely resolution of issues.

Experience

• Experience in an in-bound call centre or help desk an asset.
• Good computer skills with working knowledge of Microsoft Office products and ability to learn in-house computer programs.

Education

• High School Diploma with 1-2 years customer service experience preferred.
• Combination of education and experience will be considered.

Core Competencies

• Excellent verbal communication skills and telephone etiquette with ability to negotiate tactfully and act with diplomacy and respect.
• Ability to maintain composure and work well under pressure/stress.
• Well organized with ability to prioritize and juggle multiple tasks.
• Ability to work independently.
• Excellent negotiation skills.

Work Parameters

• Normal working hours fall between 8am – 5pm Central Standard Time.
• Evenings and Weekends as required.
• Observes National Holidays of country of employment and Office Closures of head office of record.