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THD-Customer Service Representative

Company: Electrolux
Location: Augusta
Posted on: January 13, 2022

Job Description:

THD-Customer Service RepresentativePosition ID: req34561 Sector: BA North America Functional Area: Consumer Care/Customer CareLocation: Augusta OfficeNumber of Openings: 3Employment Type: PermanentPOSITION DESCRIPTION:AREGULAR DAY AT WORK (ESSENTIAL DUTIES):The Core agent is a critical member of the THD team responsible forassisting THD store associates with concerns and questions regarding theirordering, delivery, and the manufacturer's warranty for their consumers;ultimately driving consumer satisfaction and brand loyalty. This person willensure that consumer issues are resolved in a timely, efficient, qualityoriented, and professional manner. Thisrole contributes to enhancing the service we provide to the THD stores andconsumers by giving assistance to resolve issues and educating them on theprocess for returns, replacements, repairs for product under the one-yearwarranty. This is an important andvisible role requiring the incumbent to serve as the ultimate consumeradvocate, as well as subject matter expert for The Home Depot employees. KEY RESPONSIBILITIES:Answer calls from delivery agents, store associates and consumers.Negotiates resolutions with callers in a balanced manner utilizing the THD and Electrolux goodwill guidelines.Accepts ownership of assigned consumer cases and resolves each case in a timely manner balancing customer satisfaction and shareholder assets.Provides guidance and support to THD and online associates who are seeking advice and expertise on how to address consumer issues.Documents all consumer issues and questions to keep an accurate record of information given and received in all necessary systems that report to GE, THD, and Electrolux. Maintains Quality Assurance and Productivity goals, as well as other KPIs relative to case load and issue documentation/tracking.Provides feedback on continuous evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service to both internal and external customers.Other duties as assigned.WHOYOU ARE:Ours is a dynamic, fast-paced environment that asks for flexibility and agility.You can quickly understand and assess a situation and react confidently, making decisions even where there is ambiguity. You always strive for better, in your work and for your future.With an eye for detail and the ability to interpret complex data, you can also translate this into meaningful, useful information that informs decision-making.You build trust, good working relationships and communicate effectively with your colleagues and across functions.POSITION REQUIREMENTS:EDUCATION (MINIMUM QUALIFICATIONS):High School diploma or equivalent. Must be an EMA employee. At least 6 months experience with Electrolux/Frigidaire customer service.Experience with The Home Depot and/or Escalations is a plus.Has demonstrated superior functional and technical knowledge of a Customer Service Representative.Deep understanding of call center processes and call escalations types.Strong de-escalation experience and knowledge of consumer goodwill processesProduct knowledge (both feature and technical based).Strong decision-making, problem-solving, and analytical skills with particular attention given to detail and accuracy.Continuous improvement mindset.Proficiency in use of SAP CRM, REX, and SA.Intermediate knowledge of Microsoft Word and Excel.COMPANY DESCRIPTIONElectrolux shapes living for the better by reinventing taste, care and wellbeing experiences, making life more enjoyable and sustainable for millions of people. As a leading global appliance company, we place the consumer at the heart of everything we do. Through our brands, including Electrolux, AEG, Anova, Frigidaire, Westinghouse and Zanussi, we sell more than 60 million household and professional products in more than 150 markets every year. In 2017 Electrolux had sales of SEK 122 billion and employed 56,000 people around the world. For more information go to

Keywords: Electrolux, Augusta , THD-Customer Service Representative, Other , Augusta, Georgia

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