Service Representative Customer
Resume:
Donna Harris
Carol Stream, IL *****
**************@*****.***
Summary
Customer Service professional with expertise resolving complex customer inquiries. Skilled in training, mentoring and supporting staff in standard operating procedures, problem-solving and technical troubleshooting. Clear communicator and active listener focused on delivering empathetic customer service. Recognized for problem-solving and troubleshooting skills. Experienced with Sieble and Zendesk.
Professional Experience
WEBER STEPHEN PRODUCTS CO, Schaumburg, IL 1998-09/2022
Customer Service Team Lead 2008-09/2022
Trained new employees in call procedures, product information, troubleshooting, Sieble and Zendesk
Handled escalated customer issues via phone and email including technical troubleshooting to decrease cancelled orders
Consistently met performance and productivity goals
Approve all no charge parts requests and expedited shipping claims
Utilized product knowledge of over 800 products to troubleshot, provide product information and product comparisons, and to identify opportunities for cross-selling products
Service Call warranty for home repair, Closing out paperwork when done
Taking 100 to 130 inbound calls a day, and making out bound calls.
Handling all Thermal Event calls, scheduling warranty home appointments
Taking Retails orders Home Depot, Lowe’s etc.
Troubleshoot pipe fittings etc
Asist in updating customer account, verifying with customer that the information is most current.
Take, enter and process payment
Make notes In Zendex
Customer Service Representative 1998-2007
Performed data entry, registered products, provided information, answered questions, and assisted customers in basic troubleshooting
Entered parts, equipment, and products orders into the system
Recognized for troubleshooting and performance with promotion to Customer Service Team Lead
CHEF’S CATALOG, Northbrook, IL
Customer Service Representative 1997
Assisted customers with placing orders, use of products, and issuing credits for damaged merchandise
Walked customers through technical troubleshooting of appliances
Order Entry
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