Offline Service Recovery Specialist (9:30am-6pm M,T, W, F, Sat)

Department:  Offline Service Recovery

Position:       Offline Service Recovery Associate

Reports to:   OSR Team Manager

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BASIC PURPOSE:  The primary focus of this position is customer service.  This includes managing daily/weekly reports, accurate data entry, detailed problem solving, quality assurance check of data and being a team player that fosters a morale-enhancing environment.  The associate is also required to accurately and professionally handle all phone, note mail, and email inquiries from customers, other associates, merchants, and vendors.  Responsible for managing and meeting scheduled deadlines. 

KEY RESULT AREAS: 

• Assist with working all inquiries from customers, internal and external departments and management.
• Must establish excellent working relationships with all customers, merchants, vendors and others in order to assist customers with their questions or problems to maintain a 1-day resolution to all inquiries and customer issues this includes learning processes in a variety of 3^rd party websites.

• Assist with working various daily reports to balance inventory.
• Must own and resolve all customer issues.
• Communication with Management to report trends, issues or any obstacles that may inhibit or alter meeting established service goals.
• General understanding of debit, credit and inventory processes in order to meet financial accuracy when working orders.
• Assist with special projects upon request and must cross train in all areas of the department to have a comprehensive understanding of the interrelated drop ship processes.

SKILLS EXPERIENCE PREFFERED:

• Minimum High school diploma or equivalent High School diploma and prefer 2 Years of Higher education with at least 2 years Customer Service experience
• 6 months + of Customer Service experience within NMD Customer Service
• 6 months + of Contact Center experience
• Superior verbal and written communication skills including grammar, sentence structure, and spelling
• Excellent listening skills with the ability to demonstrate understanding of the customer’s needs
• Strong problem- solving experience
• Patient, excellent verbal tone, empathic to the customer’s concern
• Works to retain the customer’s business and enhance the customer’s experience
• Positive attitude with a customer-service orientation
• Detail oriented with a focus on quality and accuracy, ability to multitask
• Flexible, adaptable, and willing to take on new challenges
• Strong sense of urgency and commitment to excellence
• Able to type at least 35 WPM
• Able to use effective and probing questioning and listening techniques to identify customer    needs
• Curious, confident, and driven to find solutions to customer issues
• Able to learn and work independently and exhibit ownership as well as in a team environment
• History of consistently meeting success metrics (Quality and NPS)
• Knowledge and experience with Microsoft Office products, (Strong Intermediate Excel skills- ability to create, analyze, sort and filter a spreadsheet), and cloud technology is essential as multiple systems are in use
• Must have a home-office environment, internet connection, USB headset, and a computer system that meets VIP desk Connect policies and maintenance requirements, including system upgrades as applicable

MISCELLEANEOUS:

• Any additional tasks and responsibilities as required