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Customer Care Agent - Call Center (Claims Support )

Romeoville, Illinois
Job Type
1 Aug 2022
Position Purpose:

Perform a wide variety of duties including ordering replacements parts, scheduling service technicians and accurately entering issues into the service requests. Process even exchanges and set-up delivery date with the customers. Reconcile and invoice service reports, updates and close out service calls in the system. Take overflow calls from inbound customer support. Maintain prompt, efficient, and accurate data entry to ensure customer satisfaction. Exhibit superior customer service by having profound knowledge of product and vendor warranties, a full understanding of customer service philosophy and procedures of the company.

Essential Responsibilities:

Follow up with customers after at home delivery
Send Service Technician service appointments to 3rd party vendors for routing
Update 3rd Party Companies or Internal Technicians with all changes to routes
Follow Standard Operating Procedures for Service Tech Follow-Up.
Process even exchanges, credit memos and allowances
Authorize reselection or gift cards for extended warranty claims
Check emails and follow up appropriately
Maintain a clean and orderly work area
Process Part and Full Replacements from Protection Plan company
Review and revise invoices from service companies
Gather and maintain data from service technicians for their Key Indicators
Take inbound customer support calls as needed.

Other Responsibilities:

Back up phone support to all Customer Loyalty dept. inbound calls
Completes other assignments and special projects as requested by management


Must have proficient typing skills
Basic Excel knowledge
Clear communication skills
Ability to be multi-tasked
Work as a team to improve methods and to meet and exceed established goals
Analyze and resolve problems
Must be Self - Motivated: Requires minimal or no supervision
Work as a team player with internal and external customers
Ability to be persuasive with customers while keeping "customer satisfaction" as a guiding factor
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  • Job Reference: 674005758-2
  • Date Posted: 1 August 2022
  • Recruiter: The Room Place
  • Location: Romeoville, Illinois
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent