Associate I - Expert Response Champion

JOB SUMMARY

Responsible for providing centralized support for associates and supervisors by resolving escalated customer issues, managing pricing and system actions, and identifying trends to improve business processes, customer experience, and operations. Responds to complex customer needs and concerns including billing, pricing, and scheduling issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle escalated calls as necessary to ensure quality customer service

• Handles issues in the best interest of both customer and company. Ability to assess and identify root cause and proceed with appropriate action to resolve matter.

• Communicate directly with customers along with Franchise and Corporate staff/departments regarding customer issues/requests in an attempt to resolve open issues and provide a seamless PODS experience to the customer

• Assist front line service agents with questions on PODS services including billing, pricing, and scheduling concerns

• System & Account Management:

• Add Goodwill credits to accounts to resolve customer complaints and concerns

• Adjust pricing and reverse inaccurate charges for products or services

• Manage D365 access and process voids

• Adjust pricing and apply discounts

• Apply discounts for transit and additional move legs

• Offer alternative solutions when standard pricing options are insufficient

• Expedite cases to AR when needed

• Provide reporting and insights to customer-impacting issues and trends

• Track calls and cases by type

• Properly disposition and note all interactions

• Escalate insights to management through alerts

• Deliver specialized support (i.e. Concierge service) for high-priority partnership customers, such as Costco

• Help troubleshoot issues; reporting and documenting technical issues

• Knowledgeable on all company processes that could impact a customer experience

• Ability to interpret, navigate PODS proprietary systems and be in full understanding to explain all process / product questions

• May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management. Direct supervisor job title(s) typically include: Customer Service Supervisor

• Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

• SOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions through the job, special assignments, training, or external activities

• ORGANIZE: Able to assemble appropriate resources (people, funding, material, support) to get things done; Able to manage multiple activities simultaneously to accomplish goals; Able to schedule and coordinate work of others; Able to establish efficient work procedures to meet objectives; Able to form the right structures and teams to enhance productivity

• PLAN: Able to anticipate obstacles and define alternate strategies

• DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority

• COLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organization

• ADAPT: Able to maintain effectiveness by changing personal behavior and work routines / habits in response to new circumstances and requirements

• DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards

• DEMONSTRATE SOUND JUDGMENT: Able to make appropriate decisions and has the vision to understand their impact; Able to use factual information to develop logical assumptions; Able to examine alternatives and consider resources, constraints and risks before committing to action

• BE PERSONALLY PRODUCTIVE: Able to use own time efficiently and avoid wasting time; Able to organize work with realistic priorities for self and others; Able to demonstrate stamina to sustain effort over a period of time; Able to set high but realistic standards for self; Able to produce a high volume of work; Able to balance personal and work commitments to maintain "personal best" conditions

• BE ANALYTICAL: Able to effectively gather all relevant information; Able to identify key issues; Able to qualitatively and / or quantitatively process data; Able to identify relationships, draw logical conclusions and interpret results for use in decision-making

• SPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understanding

• ACT WITH INTEGRITY: Able to demonstrate uncompromising adherence to ethical principles; Able to demonstrate honesty in all actions; Able to admit and correct mistakes promptly; Able to assume full responsibility and accountability for own actions

• BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor

• PROFICIENT COMPUTER USER: Able to keyboard, navigate a desktop, type, perform data entry and use required software applications to produce basic correspondence, electronic communication, presentations and maintain spreadsheets and databases. Able to operate general office equipment including company telephone system