CEG - Case Manager
CEG - Case Manager
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1 Vacancy
Job Description
Job Description:
Department: Customer Care & Aftersales (CC&A)
Reports To: CEG Manager
FLSA Status: Non-Exempt (Hourly)
Grade: 3
Job Description:
This position is the first point of contact for customers who use BraunAbility products and forms the critical first impression of BraunAbility. This customer service position will provide assistance support and resources to our customers. Interactions will take place primarily by phone but can also be through written correspondence social media email chat or text. This person will not only
assist the customer and document the contact but will ultimately follow up on any concerns to ensure they are resolved. This position will perform administrative duties as needed and the representative may play the role of mediator between the end user customer and the BraunAbility dealer.
Essential Functions:
Answer incoming calls in a professional manner. Answer and resolve all end customer questions and concerns.
Log calls into our Customer Relations Management (CRM) system.
Ability to create cases in CRM to track and resolve customer concerns with products and dealers.
Respond to customer and dealer emails promptly.
Live Chat on our BraunAbility website chat service.
Data entry.
Perform survey recall and all additional customer mailings.
Respond to customer surveys for new van purchases.
Make outbound calls to complete after-service warranty surveys.
Special projects as assigned.
Knowledge Skills Abilities:
Excellent verbal and written communication skills.
Ability to speak professionally and compassionately to dealers and end user customers.
Proficient in typing and Microsoft Office applications including Word and Excel.
Organizational skills with the ability to multitask while remaining calm and professional.
Experience with CRM preferred.
Ability to maintain confidentiality.
Minimum Requirements:
HS diploma or GED required
A minimum of 2 years of work experience preferred
A minimum of work experience in a sales or business related field would be beneficial.
Must pass computer testing
Experience with customer relationship management (CRM) software preferred.
BraunAbility is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Required Experience:
Manager
Employment Type
Full-Time
