The Customer Experience Specialists provide solution-based support to our most valuable stakeholders, our customers. They aim to leverage passion and ability to understand our customer's needs to provide service at a level that exceeds expectations. As a CSR with Travers, you will be responsible for: ORDER PROCESSING (PHONE, EMAIL, WEB, MARKETPLACE or other Order Sources):
- Provide Support to Telesales, Field Sales, Web, Marketplace, Assigned and Unassigned Customers.
- Work in a team environment to answer all inbound calls, emails, and tickets in a professional manner and within our service level agreement timeframes.
- Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.
- Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
DATA HYGIENE (LIST HYGIENE, CATALOG REQUESTS, CONTACT UPDATES):
- Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
- Fully resolve and follow up with customers on any outstanding issues.
CUSTOMER SERVICE ISSUES (RETURNS, ORDER TRACKING):
- Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
- Fully resolve and follow up with customers on any outstanding issues.
- Maintain and promote high standards of customer service.
SALES SUPPORT (QUOTES, OUTBOUND FOLLOW UP):
- Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.
- Work with our vendors to obtain quotes, get product information, and track updates. Take on additional reports and/or duties if needed to help support the team.
PRODUCT SELECTION (TECH SUPPORT, PRODUCT SELECTION):
- Assist customers with product questions and help obtain product information from vendors.
METRICS:
- SERVICE SLA's:
- Inbound ticket resolution SLA: 95% within 1st reply (for Sales Opps) and closure SLA of relevant skill defined SLA.
- Inbound call pick up speed of answer SLA: 90% picked up within 8 seconds
- QUALITY / ACCURACY:
- Call observe score > 95%
- Entry accuracy > 99.8 % (less than 2 per 1000) - see current reporting and define baseline
- Post call / Post Ticket survey > 4.5 out of 5
- # of updates or new contacts to CAM contacts db per hour worked
- SALES CONVERSION:
- Phone Order to Call Ratio > 50%
- Phone AOV > tbd
- Phone Lines per Order > tbd
- Revenue processed per hour worked tbd
- PRODUCTIVITY:
- Units of work per hour > tbd
- Lines entered per hour tbd
- Available = Time on Call plus Time in Available mode / Staffed Hours tbd
QUALIFICATIONS:
- Bachelor's degree (B. A.) or equivalent, one to two years of experience, or equivalent combination of education and experience.
- Must be a self-starter and proactive.
- Commitment to excellence and high standards.
- Excellent written and verbal communication skills.
- Good judgement with the ability to make timely and sound decisions
- Creative, flexible, and innovative team player
- Demonstrated ability to make successful presentations to individuals and/or groups at all levels of an organization
- Strong organizational skills; able to manage priorities and workflow.
- Ability to work independently and as a member of various teams and committees.
- Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
- Excellent problem resolution and consultative sales skills.
- Proven ability to handle multiple projects and meet deadlines
- Strong interpersonal skills.
- Ability to prepare reports and business correspondence.
- Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.