JOB DESCRIPTION 

·  Develop and maintain positive customer relations required to ensure superior customer satisfaction
·  Consult with customers about their service needs and wants
·  Receive and manage customer calls and email requests for services
·  Identify, research, and resolve customer issues using the company’s web-based systems and databases
·  Follow-up on customer inquires
·  Resolve or escalate all disputes or un-satisfied service confirmations
·  Customer Service Team members are expected to communicate with the store managers to confirm services and validate satisfaction of services.
·  Team members are expected to maintain a current aging of services that puts client t in the best possible position to gather a confirmation on the service.
·  As the consistent point of contact for the store managers, it is the responsibility of the Quality Assurance Team to effectively communicate any issues received from a store manager to the appropriate Operations Manager.
·  Each Customer Service Team member is expected to ensure that all services rendered at their respective locations are being provided to the highest standards and are in line with the client’s scope of work.
·  Maintain open communication with affiliates throughout the duration of the relationship
·  Communicate with affiliates in a manner that adheres to all contracts and Scopes of Work agreed upon.
·  Review scopes of work and engage in negotiation, as needed
·  Provide market intelligence feedback to maximize customer satisfaction and to ensure that strategies and policies are in place to attract and retain customers.
·  Seek ways to innovate or improve current processes and procedures within area of responsibility
·  Manage all entries in our databases and ensure consistency and accuracy.

PREFERRED SKILLS
·  Strong written and verbal communication skills through telephone and email with customers/affiliates
·  Strong Microsoft product skills with an emphasis on Excel, and a faculty for numbers – understand how to manage a spreadsheet
·  Driven by numbers/measures and comfortable in environment with heavy emphasis on customer service and satisfaction metrics
·  Effective problem-solving skills
·  Enjoys interacting with customers, is open-minded, and not afraid to pick up the phone to work through a problem or opportunity
·  High integrity
·  Flexibility, adaptability and able to juggle multiple projects and priorities in a fast-paced environment