• Answer phones for customer care queues, service partner queues and rollover calls.
• Assist with inbound and outbound calls
• Respond to customer emails and chats
• Problem-solve to ensure that customer needs are being met
• Communicate with other departments and service partners regarding customer needs and expectations.
• Work-assigned customer reports
• Ensure that customer shipments are delivered promptly and efficiently
• Participate in conference calls related to assigned customers
• Update consoles or shared customer documents
• Escalate orders to resolve issues
• Proactively following up on all issues that are unresolved for assigned customers

Skills: Customer Call Handling, Inbound/Outbound Call Support, Email and Chat Response, Problem Solving, Interdepartmental Communication, Customer Report Management, Shipment Coordination, Issue Escalation

• Handle calls efficiently and professionally.
• Frequently non-routine, requiring resolving many questions and problems for complex issues.
• Accept and process sales orders timely- this includes verifying orders for accuracy.
• Coordinates the distribution of orders to production areas and the shipping department.
• Provide support to the customer service team by answering inbound customer calls, and responding to inquiries through email and mail.
• Gather and accurately process customer information related to policy servicing within departmental timeframe standards
• Maintain familiarity with all aspects of quality standards
• Provide suggestions for improvements to processes and systems
• Cultivate strong working relationships within the department
• Visit customer sites as requested
• Develop and nurture relationships with customer contacts
• Reports to Customer Care Supervisor.

Skills: Efficient Call Handling, Complex Issue Resolution, Sales Order Processing, Order Coordination, Customer Service Support, Customer Information Processing, Quality Standards Maintenance, Process Improvement Suggestions

• Process and confirm customer orders, modifying them
• Respond to phone calls and emails
• Coordinating information with appropriate parties, and compliance with orders
• Act as liaison between customers and the company
• Prepare homes for final customer walk-through.
• Perform minor repair work on paint, drywall, and finish carpentry.
• Schedule and complete warranty requests with subcontractors within 15 working days of receiving the request.
• Conduct homeowner walkthroughs and thoroughly explain and demonstrate the functions and features of the homes.
• Supervise and accompany trade contractors working in customer’s homes.
• Take turns on an After-Hours Emergency On-Call Rotation.
• Create pre-orientation and NHO walk-through schedules.

Skills: Order Processing and Confirmation, Phone and Email Communication, Information Coordination, Customer Liaison, Home Preparation, Minor Repairs and Maintenance, Warranty Request Management, Homeowner Walkthroughs

• Responsible for all customer inquiries, including escalating unresolved issues to proper departments/supervisors (e.x. package tracking, product inquiries, billing issues, etc.)
• Properly convey messaging to appropriate associates or management by email, phone, and chat
• Ensure that outstanding customer service is seamless throughout all communication while creating a high level of customer service
• Become familiar with products and properly relay information to customers.
• Build rapport and confidence with a loyal client base
• Process prescription requests, input patient demographic information and prescriptions in applicable systems as required
• Serve as the primary point of contact for customers to ensure the completion of pharmacy orders in a timely and accurate manner
• Maintain call center metrics with a goal of first-contact resolution
• Follow all policies and procedures to ensure compliance with all applicable state and federal regulations
• Protect customer information following state and federal laws including HIPAA law.

Skills: Customer Inquiry Management, Issue Escalation, Effective Communication, Product Knowledge, Client Relationship Building, Prescription Processing, Order Fulfillment, Compliance and Data Protection

• Manage assigned warranty requests to result in quality products to the homeowner, which is on time and within budget.
• Assess whether the request is warrantable and be able to communicate with the home buyer as to why/why not service can be rendered.
• Team with the Director of Warranty in coordination and problem-solving between the respective organizations.
• Work collaboratively with members of the Divisional Leadership Team and Corporation
• Identify, maintain and effectively manage subcontractors.
• Efficient time management to ensure subcontractors are scheduled for service and ensure that the assigned work site is 100% clean and complete before trades leave.
• Team with the Director of warranty to ensure a high satisfaction level in Customer Service.
• Proactively communicate any construction, customer service, or safety issues to the Director of Warranty with suggestions for resolution.
• Conduct work in compliance with OSHA and company safety procedures.
• Follow up with customers when needed either via email or callback

Skills: Warranty Request Management, Customer Communication, Problem Solving, Cross-Functional Collaboration, Subcontractor Management, Time Management, Customer Satisfaction, Safety Compliance

• Working knowledge of accounting
• Property Management knowledge 
• Exceptional customer relationship-building skills
• Excellent written and oral communication skills
• Strong analytical capabilities for advanced problem-solving
• Demonstrable leadership skills
• Highly organized and strong ability to multi-task
• Strong curiosity and desire to learn
• Ability to display good judgment, and follow through on tasks until completed
• Ability to work cross-functionally in a fast-paced environment

Qualifications: BA in Public Relations with 1 year of Experience

• Remain calm, be reassuring, and be mindful that the customer is a person.
• Strong keyboard skills and ability to learn multiple systems and navigate them to document interactions promptly.
• Problem-solving/critical thinking skills, able to apply good judgment based on past experiences and learnings while following procedures.
• Willingness to change at the moment to achieve a positive outcome.
• Positively embrace different situations, think outside the box for a solution and implement an appropriate solution.
• Work effectively with others to achieve goals in a timely fashion, leverage diversity, and share responsibility and successes.
• Understand the big picture, be aware of both self and others and maintain composure by demonstrating patience and restraint.
• Intermediate to advanced knowledge of Microsoft programs like Outlook, Word, and Excel.
• Willingness to work various shifts and days, including weekends and holidays, as the business needs.
• Ability to work in a regulated environment in compliance with ISO 13485 and 21 CFR 820.

Qualifications: BA in Customer Service Management with 3 years of Experience

• Experience with measuring and improving customer satisfaction and loyalty across a variety of use cases in a diverse array of cities
• Have familiarity with ZenDesk
• Experience with Microsoft Excel, SQL, or other data analysis tools
• Familiarity with different carshare models, use cases, or fleet management
• Experience with creating policies and managing online help resources
• Customer service experience or working with the public
• Must be able to multi-task and thrive in a fast-paced, active environment
• Strong communication and interpersonal skills particularly in writing
• Member-centric with a strong desire to help others
• Technical aptitude and the ability to learn new technology quickly, including during development with little documentation

Qualifications: BA in Communications with 5 years of Experience

• Experienced Microsoft Office and E1 user
• Strong written and verbal communication skills
• Must have the ability to identify and solve problems and to multi-task under deadlines
• Some customer service experience, preferably in a call center/office environment
• Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player
• Display attention to detail and accuracy in the workplace
• Good organizational skills and the ability to prioritize effectively
• Must demonstrate judgment, tact, and diplomacy in dealing with internal and external customers
• Work on own initiative on daily routine tasks as well as solving system issues
• Exhibits patience, empathy, attention to detail, and a gift for problem-solving

Qualifications: BA in Marketing with 4 years of Experience

• Ability to develop trusted relationships and find creative solutions
• The high degree of flexibility
• Influential teammate with a strong drive to build a positive work environment
• Strong attention to detail and understanding of revenue recognition requirements.
• Strong retention skills with the ability to simultaneously combine and streamline several process flows
• Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi-task effectively, and execute tasks with minimum supervision
• Strong organization and time management skills
• Ability to remain focused and productive with tasks that may be repetitive
• Strong attention to detail and accuracy
• Solid logical decision-making and troubleshooting skills with the ability to problem-solve in a timely and effective manner

Qualifications: BA in Business Administration with 2 years of Experience