Consumer Service Representative – Frigidaire/Elux

Job description

POSITION DESCRIPTION:

The Consumer Service Representative (CSR) is responsible for establishing and maintaining profitable relationships with consumers on behalf of Electrolux by taking personal and complete responsibility for each consumer contact and by ensuring that consumer needs are met. Serving as an external brand ambassador to US based consumers, CSR's must convey professional expertise in our products, brands and services. As a member of the Sales organization, CSR's contribute to achieving organizational revenue goals by avoiding unnecessary product service calls, up and cross selling products including extended service agreements (ESA's) and consumables (i.e. water filters), creating an effortless experience for consumers which in turn creates stronger brand loyalty and maintaining personal productivity and quality standards. The CSR role is in a strong position to influence product development and quality by understanding and leveraging the voice of the consumer. Therefore, this role must demonstrate tact, sensitivity and professionalism.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Manage consumer interactions professionally, efficiently and with good communication skills.
· Acknowledge and appropriately greet and assist every consumer in a timely manner, attending to consumer questions, complaints and concerns immediately, and facilitate satisfactory resolution.
· Adhere to published policies and procedures and ensure that all consumer interactions are properly document in SAP CRM.
· Leverage superior product technical knowledge and resources to resolve consumer product questions, thereby avoiding unnecessary service calls.
· Effectively present and make recommendations on products; conveying quality, integrity and a superior understanding and delivery of consumer needs.
· Drive achievement of departmental revenue goal achievement through the sale of extended service agreements, parts and accessories to consumers.
· Leverage the voice of the consumer to identify and make recommendations on products, brands and service improvements.
· Exceed established key performance indicator metrics such as: quality, consumer satisfaction, attendance, adherence to schedule, service call avoidance, average handle times, and resolution.
· Drive efficiency and change through continuous improvement – personal and team.
· Provide back-up support for other queues and departments as necessary.

COMPANY DESCRIPTION
Electrolux is a global leader in home appliances, based on deep consumer insight and developed in close collaboration with professional users. We offer thoughtfully designed, innovative solutions for households and businesses, with products such as refrigerators, dishwashers, washing machines, cookers, vacuum cleaners, air conditioners and small domestic appliances. Under esteemed brands including Electrolux, AEG, Zanussi, Frigidaire and Electrolux Grand Cuisine, the Group sells more than 50 million products to customers in more than 150 markets every year. In 2014 Electrolux had sales of $14.4 billion and 60,000 employees. For more information go to http://group.electrolux.com

Electrolux is a leading provider in the North American appliance market, and Electrolux Major Appliances North America is our second-largest business sector. With 14,000 people across North America, we have a solid understanding of American consumers' needs and desires that allows us to provide innovative, thoughtfully designed products that help consumers create the well-lived homes they desire.

Desired profile

POSITION REQUIREMENTS:

· High School diploma or equivalent required, college degree strongly preferred
· Minimum 1 year experience in sales or consumer service
· Experience working in an Electrolux Customer Engagement Center strongly preferred

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

· Excellent communication skills - verbal, written and digital (email, chat, text)
· Strong selling and persuasion skills
· Demonstrated customer obsession resulting in the ability to meet and exceed consumer needs
· Pro-active problem solving skills
· Ability to work well within team environment
· Intermediate proficiency with keyboard (40 wpm) and Microsoft Office applications
· Successfully navigates through ambiguity and change
· Bilingual capabilities a plus
· Career ambitious
· Ability to multi-task
· Experience with SAP CRM, Service Bench, IPL, Avaya phone systems a plus
· Must successfully complete initial training with a passing score

REQUIRED LANGUAGES

· English