Support Center Representative - Alpharetta: Details: Summary of duties and responsibilities Meet and exceed client field expectations with overall administrative responsibility for Client Program effectiveness and client/customer satisfaction. Tactical execution of all events sponsored by client. Responsible for driving event completion and all operational components for event execution. In order to do their jobs effectively, Support Center Representatives must have the ability execute all operational aspects of the HP Instant Ink Program. Must possess a high degree of customer service, be highly organized, and able to support several stakeholders. Major Tasks and Responsibilities Managing the Business Supporting district operations and all district staff Establishing relationships with multiple stakeholders, both internal and external Summarizing field data for analysis Utilize PowerPoint, Excel & Word reports that summarize district field performance Presenting district summaries to District Team Managers and Area Field Managers with recommendations based on completed investigations Ensuring operational excellence in all areas by partnering with field management Ensures event store coverage meets client and MarketSource targets by partnering with field management Providing coaching and training to part-time Reps for compliance in IVR, Call Reports, Training, etc. Providing Excellent Customer Service Ensuring any client and/or customer concerns are solved effectively and promptly Forecasting scheduling needs and ensuring sufficient scheduling to meet client demand Coaching Reps to execute their job responsibilities to deliver the HP Instant Ink “Experience” Serves as point of contact for Account Sales Representatives in regards to scheduling and other operational elements Planning Developing and communicating client and MarketSource standards to Reps Working with client, management, and Reps to anticipate and solve problems and plan for upcoming events, seasonal changes, etc. Forecasting staffing needs by partnering with District Team Managers to ensure optimal retail store staffing Operations/Process Drive all MarketSource operational processes in field Execute quality assurance checks to ensure excellent service to client and end user by placing outbound calls for surveys and quality assurance checks Maintains and ensures data integrity in all MarketSource and client systems Managing the process for compliance of IVR usage & timely reporting of call reports according to standards Following all scheduling processes for base and incremental/special events, business and operational processes, and standard Other Duties Building relationships with client partners Sharing best practices with other districts/regions to drive operational success and client satisfaction Other duties as necessary to properly manage all aspects of program operation Execute outbound calls for the purposes of quality assurance checks and customer surveys Major Skills and Competencies Acts with Integrity: Demonstrates responsible, ethical and honest behavior in all MarketSource roles, tasks and responsibilities; models MarketSource values (e.g. “THE ROCK”.); is consistent and fair when dealing with others; keeps commitments. Communicates Effectively: Creates open channels of communication; communicates clearly and concisely with all audiences; keeps others informed and listens carefully to input and feedback; adapts messages to fit audience. Plans Strategically: Demonstrates the ability to determine goals, direction and action steps necessary to maximize short-term and long-term goals. Customer/Client Driven: Creates a customer-focused environment in which excellent service is provided to all customers; sees business through the eyes of the customer/client. Gets Things Done: Motivates self and others to accomplish important objectives despite a complex environment and multiple demands; creates a sense of urgency. Building Relationships: Establishes trust and credibility with people over time; establishes rapport with people; has smooth working relationships with people inside and outside of the organization. Problem Solving: Reacts quickly and appropriately to problems in the field; follows-up in a timely manner to issues not immediately resolvable; ties all loose ends. Ground-Engaged: Demonstrates a comprehensive understanding of the MarketSource/Client business and how his/her actions affect the business; uses this knowledge to make effective business decisions; knows the competition and the industry; foresees future challenges and takes action to address them. Manages Inclusion: Creates an inclusive environment where Reps are treated fairly; recognizes the value of diversity; maximizes full potential of all Reps. Physical Job Requirements Bending, stooping, reaching, twisting, lifting, pushing, pulling and moving items Requires the ability to move around the center and maneuver merchandise when necessary Office and regional field travel - Limited Be able to work a flexible schedule – nights and weekends Identifying and reading reports Requires recognizing, identifying and using products and necessary reports dlvr.it/7JvBgY
Posted on: Sat, 25 Oct 2014 10:13:43 +0000
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