Snapping Shoals, Member Care Representative Resume Example
Hardworking customer service professional accustomed to fast-paced call center environments but highly adaptable to changing environments. Work quickly to understand, document and resolve customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in member care standards and best practices. Organized, proactive and tactful in working with individuals of all backgrounds. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
- Assist customers with issues regarding their accounts
- Entering new construction orders, trouble orders, new service, disconnections and relocations
- Assisting during outages
- Processing applications/credit checks for new service
- Handling customer complaints concerning billing, website issues, payment issues, order delays etc
- Communication with other departments, county inspectors, builders
- Offering other services such as gas, home security, surge protection or security lights
- Responding to customer emails via website or smarthub device
- Handled/processed incoming mailand faxes
- Verified correct payment amounts posted
- Verified orders were correct and all requirements met before releasing to field operations
- Sending information via mail, email or fax
- Adherence of Red Flag rules and customer confidentality
- Assisted in training new hires
- Monitoring payments for new service/reconnects.
- Maintained current knowledge of applicable codes and required procedures
- Improved productivity by providing CSR performance feedback for corrective action.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Contacted customers about potential service upgrades, new services and account changes.
- Updated IVUE system with order specifics and customer details, preferences and billing information.
- Kept detailed records of customer accounts, including actions taken, issues resolved and contact information.
- Answered 70+ inbound calls per day and directed to designated individuals or departments.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld privacy and security requirements
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Documented conversations with customers to track requests, problems and solutions.
- Consulted with customers regarding needs, addressing concerns.
- Worked under strict deadlines and responded to service requests and emergency call-outs.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Trained new employees each in procedures and policies in order to maximize team performance.
- Worked with managers to develop service improvement initiatives.
- Liaised between customers and field service technicians to expedite orders and meet customer demands.
- Provided advice and front-line expertise to internal committees in order to improve team, service and procedural standards.
- Verified invoices against delivered merchandise to check shipment accuracy.
- Helped customers find specific products, answered questions and offered advice.
- Processed returned items in accordance with store policy.
- Assisted with purchases, locating items
- Trained new team members in cash register operation, stock procedures and customer service.
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
- Received payments for product and issued receipts.
- Learned roles of other departments to provide coverage and keep store operational.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Inspected items for damage and obtained replacements for customers.
- Welcomed customers, offering assistance to help find necessary store items.
- Processed customer payments quickly and returned exact change and receipts.
- Resolved issues regarding customer complaints and escalated worsening concerns to owner for remediation.
- Processed all sales transactions accurately and promptly to prevent long customer wait times.
- Worked closely with front-end staff to assist customers.
- Resolved issues with cash registers, card scanners and printers.
- Ensuring trucks loaded within legal weight limits
- Printing sales tickets
- Test product for quality
- Assisted in asphalt/concrete design.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Monitored office inventory to maintain adequate supply levels and order products.
- Oversaw all day-to-day office operations, such as receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Complied with all operations met federal and state laws.
- Directed team of 1 administrative professionals to meet team needs in fast-paced environment.
- Planned for major business changes, including system conversions and office moves.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Elevated customer satisfaction ratings by resolving client and case issues effectively.
- Updated employee paperwork and records.
- Documented incoming and outgoing shipments and recorded all information in company databases.
- Weighed incoming and outgoing shipments and vehicles.
- Worked as team member assisting with cashier duties, product merchandising and cleaning to maximize efficiency.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Reading, Cooking, DIY home projects, Yard work
Punctual and fully prepared to handle job responsibilities at start of shift. Able to work independently with minimum supervision. Ability to recognize the relative importance of tasks and responsibilities and can prioritize to ensure that all required work is completed. Able to assess situations and make independent decisions. Able to handle confidential information. Skilled at multi-tasking. Has initiative and self reliance in making suggestions towards handling customer accounts. Excels at managing daily activities. Good communication skills with customers and peers, able to express in writing clearly and responds very thoroughly to customer questions via email or phone. Remains calm in any situation and is able to assist customers diligently. Has drive to gain superior job knowledge to apply towards daily work functions, keeps up with changes in policies and procedures and makes sure to be very thorough in explanations and resolutions to customers and fellow co workers
- Attention to Detail
- Active Listening Skills
- Improving Customer Experience
- Building Customer Loyalty
- Positive Attitude
- Time Management
- Interpersonal Skills
- Complaint Resolution
- Communication
- Patience
- Problem Solving
- Organizational Skills
- Critical Thinking Skills
- Decision Making
- Product Knowledge
- Cross Selling / Up-Selling
- Service-Based Selling / Telesales
- Ignite
- ERP
- IVUE
- Microsoft Office Skills
- Office equipment proficiency
- Credit card payment processing
- Customer relations
- Customer service
- Cross-functional collaboration
- Quality control
- Inbound and outbound calling
- Clerical support
- Data evaluation
- Employee coaching
- Call center experience
- Conflict mediation
- Microsoft Office expertise
- Adaptability
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Resume Overview
School Attended
- Dekalb Technical College
- Newton County High School
Job Titles Held:
- Snapping Shoals, Member Care Representative
- Sales Clerk
- Office Manager and Weighmaster
Degrees
- Associate : Accounting
High School Diploma
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