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Customer Relationship Representative - Downers Grove, IL

The Customer Relationship Representative (CRR) is responsible for providing exceptional service to local and national customers as part of a team within an assigned territory. This position advocates for the customer and strives to exceed their service expectations. CRRs interact daily with customers via telephone, email, text, and JobStack, and their primary role is to ensure that all orders received within the Market Center are filled with qualified, compliant and reliable Associates, predominantly through JobStack. When appropriate, CRRs will also assist in revenue-generating activities, engaging customers to; a) solicit additional business, b) proactively market available Associates, c) set appointments with potential customers, and d) complete pricing calculations within established guidelines.

ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Maintains a positive, empathetic and professional manner toward customers and Associates.
  • Fosters the development of customer relationships through a variety of high-volume telephone, email, and SMS contacts.
  • Access to a vehicle for work purposes, such as driving to a vendor
  • Processes inbound orders from existing and prospective customers, including pricing, order entry, 100% order fulfillment, and validation of customer satisfaction.
  • Registers eligible customers on JobStack, and ensure they are familiar with functionality and value propositions.
  • Establishes new customer records, processes customer credit checks as required, and follows defined process for credit line expansion as warranted.
  • Ensures Associate skill profiles are maintained along with customer requirements so that JobStack is the primary “match and dispatch†solution.
  • Confirms JobStack dispatches (where needed) to ensure orders are fulfilled with qualified and reliable Associates.
  • Interacts with Associates, selecting for dispatch when JobStack has not made the match.
  • Promptly replaces Associates that are unavailable in order to maximize service fulfillment.
  • Works with other CRRs to ensure that all orders are filled each day.
  • Proactively expands existing customer business, upselling available Associates and adding service skills.
  • Acknowledges and resolves customer feedback with a sense of urgency, escalating concerns where appropriate.
  • Processes work tickets (JobStack, email, and paper) in accordance with customer order requirements, and processes timesheets daily in JobStack as part of the payroll process.
  • Promotes a culture of safety compliance; a) proactively educates Associates on all customer operating policies and practices, and b) reports any compliance issues in accordance with all regulatory requirements.

CORE KNOWLEDGE & SKILLS:

  • High-volume customer relationship skills using telephone, email, and SMS chat programs.
  • Basic PC knowledge in programs such as Microsoft Outlook, Excel, and Word.
  • Clear Communication – Speak and write confidently, stay positive and factual, and offer encouragement during conversations.
  • Empathy – Understand another person’s point of view and its impact on the decision process.
  • Positive Language / Tone – Steer conversations toward a positive outcome, focusing on solutions, and thank customers for their patience and valued loyalty.
  • Self-Control – Remain calm even when challenged, positive when faced with pessimism, and professional when a customer gets personal.
  • Effective Listening – Truly understanding a customer’s issue and then letting them know you’re paying attention.
  • Attentiveness – Being fully “present†ensuring customers have your complete attention.
  • Willingness to Improve – Accept feedback from customers, supervisors, peers; learn new technologies and processes that improve customer satisfaction.
  • Time Management – Prioritize customer relationships, meet deadlines under pressure, and actively seek opportunities for process efficiency.

QUALIFICATIONS:

  • High School Diploma or equivalent required
  • Associates/Bachelor’s Degree preferred

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or any other characteristic protected by law.

#urgentbrkelley

bkelley@peoplescout.com



Internal ID: 105764PandoLogic. , Location: Downers Grove, IL - 60515
Company
PeopleReady
Posted
06/11/2021
Type
Full time
Location
Downers Grove, IL 60515, US