Advisor, Customer Resolution

The Contact Center provides a primary point of contact for all National Food Service on Premise customers and business partners. The Advisor, Customer Resolution role is focused on the successful resolution of the customer experience. They provide focused customer care as needed in uniquely challenging customer situations resolving complex issues and ultimately driving customer satisfaction and retention. Support the business by directly interacting with customers. Collaborate with cross functional departments to highlight and determine the most effective way to resolve customer issues. Ensure a timely and satisfactory response is received by the customer. Serve as subject matter expert across various process functions by leveraging the correct business procedures and/or engaging the applicable business owners as needed. Proactively monitor current volume and/or system issues that impact the ability to process calls efficiently. Maintain accurate details of escalated calls. Serve as a resource to training group by analyzing and providing feedback on process question trends, common customer issues and/or training opportunities. Identify opportunities where process improvement or information management may increase the department’s efficiency. Produce standardized reports daily, weekly and monthly for use by the business. Ensure backlog of work is processed efficiently by implementing established procedures. Monitor the queue status of outbound/admin work generated within our systems for the workforce teams as necessary.