R&R CXRs serve as first-line representatives responsible for handling inbound/outbound complex/escalated inquiries and initial complaints in a timely and professional manner. As well as collaborating with FA leadership as needed to address all escalated customer matters. R&R CXRs are also responsible for assisting and mentoring FA CXRs with customer de-escalation and questions. Additionally, they should maintain all department knowledge to serve as subject matter experts. Secondary responsibilities will include processing orders and resolution of issues that may prevent orders from being processed via inbound phone interactions. R&R CXRs foster the growth of a strong customer base through creating positive interactions and building strong relationships.

Responsibilities:

• Handle 15-20 case interactions per day including complaint inquiries and complex/escalated requests submitted to the FA escalation email inbox. Examples of interactions in the inbox include review of return requests that maybe in or out of terms and conditions, provide coaching and direction on complex inquiries, and support all other miscellaneous inquiries received.
• Ability to use critical thinking skills to resolve inquiries to meet service levels.
• Ability to de-escalate, maintain composure, provide solutions based on company policies and processes via phone interactions and written communications with internal and external customers.
• Be a subject matter expert of our products, services, and processes.
• Manage up to 20-25 call interactions per day including inbound and outbound calls. Examples of interactions include product orders and updates, status of deliveries, and resolving call inquiries, and process returns/replacements inquiries.
• Partner with sales and other operational departments to provide exceptional customer service within designated service levels to complete order transactions and other informational call or case follow up.
• Deliver an excellent customer experience, while acting in a professional and courteous manner.
• Positive “all for one” approach to team deliverables and priorities.
• Builds strong relationship to enable higher performance.
• Learns fast, grasps the “essence” and can change course quickly where indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and open to suggestions.