Overview
The Vendor Service Representative interacts with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Responsibilities
- Primarily focus on inbound phone interactions with customers
- Position operates during an assigned shift between 7:30am and 7:00pm.
- Document customer interactions through case creation in Salesforce (PMC specific)
- Document product knowledge and solutions using our knowledge management system
- Receive, index, and process electronic documents to obtain approved status
- Ensure compliance standards set by the client are met
- Act as a liaison to the client, agent, and vendor
- Process payments
- Manage situations that require real-time solutions and set clear expectations of resolution plans
- Establish relationships and trust with customers during their interactions
- Maintain a high first contact resolution rate for client issues
- Achieve or exceed minimum service levels and abandon rates
- Perform additional duties as required
- Success is measured on Quality Assurance Score & Abandonment Rate
Qualifications
Required Knowledge/Skills:
- Strong English speaking and business writing skills
- Strong interpersonal communication skills
- Active listening and emotional intelligence
- Fluency in Spanish is a plus
- Property & Casual license is a plus
- Desire to provide exceptional customer service
- Microsoft Office Suite knowledge
- Highly energetic and self-motivated
