Manages inbound calls from consumers to resolve product and technical support issues.
Efficient use of technology to assist consumers with identification of product, explanation of resolution, and technical support and instruction for repair and/or installation of service kit or product.
Achieves daily metrics in call quality, call management, and productivity standards consistently as well as adhering to all processes and procedures
Deliver a positive consumer experience that strengthens brand perception and encourages customer advocacy.
Manage inbound consumer calls to diagnose product concerns, determine root causes, and provide clear product and technical support solutions.
Maintain professional communication and composure across all customer interactions.
Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company focused on opportunities within the home, security and commercial building markets. They have transformed their workplace into an environment where smart, ambitious people have the support to reach their fullest potential.
Perform timely and accurate order validation that supports approximately $1B in annual sales revenue.
Manage customer-related issues and implement appropriate resolutions through phone, email, and other communication channels, while maintaining customer experience standards.
Utilize technology platforms and systems to efficiently respond to customer needs, including Delivery Ware, shared email platforms, customer portals, and Electronic Data Interchange (EDI).
Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company focused on exciting opportunities within the home, security and commercial building markets. At Fortune Brands, they've transformed their workplace into an environment where smart, ambitious people have the support to reach their fullest potential.
Handle inbound calls and chats, averaging 30–35 interactions daily.
Provide single call resolution and escalate issues effectively.
Maintain customer records in Salesforce.com.
Ferguson provides quality supplies for various industries since 1953. As a Fortune 500 company with approximately 36,000 associates across 1,700 locations, they aim to simplify complex projects for customers and promote a culture of growth and service.
Provide exceptional customer service to policyholders, agents, and other collaborators through inbound calls, email, and chat.
Handle a high volume of customer inquiries and analyze problems to provide detailed and proactive solutions.
Leverage advanced technology and software systems to accurately record customer interactions and deliver exceptional solutions.
Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. They strive to attract, develop and retain a workforce that is as diverse as the customers they serve and to foster an inclusive work environment.