The Customer Experience Specialists provide solution-based support to our most valuable stakeholders, our customers. They aim to leverage passion and ability to understand our customer’s needs to provide service at a level that exceeds expectations.
As a CSR with Travers, you will be responsible for:
ORDER PROCESSING (PHONE, EMAIL, WEB, MARKETPLACE or other Order Sources):
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Provide Support to Telesales, Field Sales, Web, Marketplace, Assigned and Unassigned Customers.
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Work in a team environment to answer all inbound calls, emails, and tickets in a professional manner and within our service level agreement timeframes.
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Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.
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Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
DATA HYGIENE (LIST HYGIENE, CATALOG REQUESTS, CONTACT UPDATES):
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Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
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Fully resolve and follow up with customers on any outstanding issues.
CUSTOMER SERVICE ISSUES (RETURNS, ORDER TRACKING):
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Assist customers with placing orders, returns, quotes, non-stocks, catalog requests, product questions, tracking updates, and any other customer inquiries.
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Fully resolve and follow up with customers on any outstanding issues.
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Maintain and promote high standards of customer service.
SALES SUPPORT (QUOTES, OUTBOUND FOLLOW UP):
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Make outbound calls to promote repeat business of first-time customers as well as other campaigns deemed necessary by management.
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Work with our vendors to obtain quotes, get product information, and track updates. Take on additional reports and/or duties if needed to help support the team.
PRODUCT SELECTION (TECH SUPPORT, PRODUCT SELECTION):
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Assist customers with product questions and help obtain product information from vendors.
METRICS:
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SERVICE SLA’s:
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Inbound ticket resolution SLA: 95% within 1st reply (for Sales Opps) and closure SLA of relevant skill defined SLA.
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Inbound call pick up “speed of answer” SLA: 90% picked up within 8 seconds
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QUALITY / ACCURACY:
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Call observe score > 95%
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Entry accuracy > 99.8 % (less than 2 per 1000) - see current reporting and define baseline