Job Description

Purpose

: To increase sales and service efficiencies of all installation programs by utilizing the installer network and maintaining strong relationships with DC, sales, and operations. To manage assigned customers and retail accounts.

Dimensions

: Encompasses Furnish and Install for retail accounts. Customers include both internal and external.

Responsibilities/Principal Duties

:



Answers inbound and places outbound calls in a call center environment with the goal of increasing business, customer satisfaction and customer retention.



Takes care of somewhat complex customer inquiries and problems and non-routine matters than those handled by Customer Support Representative I.



Performs all order entry and invoicing functions under established automation system controls and processes.




Position is logged into ACD system at all times to ensure a 94% call answer rate.



Secure customer payments and order changes.



Monitor the timeliness of all orders and open job reports.



Follow-up on complaints which may require replacements, factory servicing or other adjustments to ensure customer's satisfaction within established policies.



Monitor cycle times and VOC scores to meet desired goals.



Follow up weekly with accounts on completed jobs and upcoming installations.



Monitor installation quality and return of completed job information.



Communicate with Sales for issue resolution affecting performance metrics.



Communicate with CSRs and installing dealers to maintain established install requirements.



Communicate openly with DCs about install orders and installer assignments.



* Other duties as assigned.