CUSTOMER SERVICE SPEC

**CUSTOMER SERVICE SPEC**

**Store:** Sylmar - Corporate Office

**Description**

Customer Service Specialist

Classification: Non-Exempt

Reports to: Customer Service Lead

JOB DESCRIPTION

Position Summary:

Our success depends upon our ability to provide the highest level of service to our customers. The Customer Service Specialist will oversee the intake, investigation, and resolution of all customer-related complaints. They work directly with customers to answer their calls, email communications, social media postings, or paper mail. They will also work with the parties involved to investigate the root cause and develop a solution. We serve as the primary contact between their inquiry and concern and a satisfactory resolution while also building trust. The ideal candidate can listen patiently and attentively while using positive language and maintain a professional demeanor even while under pressure. Ultimately, impacting the companys bottom line by problem-solving and turning dissatisfied customers into repeat customers.

ESSENTIAL JOB FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

Able to consistently and thoroughly follow the process and steps for handling customer complaints.

Answers incoming customer calls regarding purchases, product concerns, comments, or inquiries on service.

Actively listen to our customers; demonstrate patience and empathy.

Use positive language to support their feedback, appreciate their business, and will assist in getting their

concern/comments to the appropriate channels.

Provide customers with a positive attitude through phone and digital communications where appropriate.

Be able to follow up and ask appropriate questions to understand the full scope of the complaint.

Identifying and assessing customers needs to achieve satisfaction.

Document all customer calls and digital communications by completing internal Customer

Complaint/Comment Report and follow communication and resolution procedures. Document all calls

accurately and thoroughly.

Discuss the complaint with the appropriate resource promptly, gather the cause of the problem, and receive

approval on the best solution to solve the problem.

Returning customer calls to provide a resolution and instructions; following up to ensure resolution was met to

the customers satisfaction.

Responsible for maintaining a high level of professionalism with customers and establishing a positive rapport

with every caller.

Update customer information in the customer service database during and after each call.

Access and analyze third-party reports to create Vallarta custom reports as assigned.

Be flexible to manage other assignments as they come up.

Knowledge and Skills

A passion for delivering Extraordinary Customer Service, with all the personal qualities, requires warmth,

empathy, optimism, team orientation, and conscientiousness.

Ability to always remain professional and courteous with customers.

Must be able to understand, read and write English and Spanish with accuracy.

Proficiency with Microsoft Office Suite (Excel, Word, and Outlook)

Strong typing skills; minimum 55 words per minute average without errors.

Strong work ethic with an enthusiastic spirit, a high degree of energy, focus, self-motivation, and flexibility.

Exceptional verbal and written communication skills, with the ability to interact effectively with customers over

the phone and creatively prepare response letters.

Confident at troubleshooting and use assertive skills to investigate if they dont have enough information to

resolve customer complaints.

Must be able to prioritize work and manage time effectively; the ideal candidate thrives in a fast-paced, multi-

faceted environment.

Must have a thorough knowledge of the organizations services and products and relate details to its

customers and members.

Must be able to respond to customer complaints, requests, and inquiries professionally and timely.

Analytical and problem-solving skills.

Ability to work independently and as part of a team.

Excellent time management, organizational, and multitasking skills with attention to detail.

Work well with others.

Required Education and Experience

1-3 years of relevant work experience in Customer Service, handling customer complaint calls.

Experience with resolving complex customer care issues.

Position Type/Expected Hours of Work

This is a non-exempt level position, must work full time, 8:00 am 5:00 pm Monday Friday; some Saturdays as needed.

**Requirements**

* Required Education and Experience

* 1-3 years of relevant work experience in Customer Service, handling customer complaint calls.

* Experience with resolving complex customer care issues.

**Required Experience**

* This is a non-exempt level position, must work full time, 8:00 am 5:00 pm Monday Friday; some Saturdays as needed.