CEC Sr. Specialist

Consumer Care/Customer Care

Permanent

Job Description

At Electrolux, a leading global appliance company, we strive every day to shape living for the better for our consumers, our people, and our planet. We share ideas and collaborate so that together, we can develop solutions that deliver enjoyable and sustainable living.
Come join us as you are. We believe diverse perspectives make us stronger and more innovative. In our global community of people from 100+ countries, we listen to each other, actively contribute, and grow together.

Join us in our exciting quest to build the future home.

SUMMARY

The Customer Service Senior Specialist is responsible for driving process understanding and execution of end-to-end Business to Consumer activities. This position will actively support our offshore team to ensure daily consumer interactions are handled effectively, within company policy, procedure, and system requirements.

A key component of this role is to be the subject matter expert in the B2C space, understanding systems and processes and utilize that knowledge to drive adherence and alignment of B2C performance metrics.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Act as subject matter expert for frontline B2C activities, understanding cross functional dependencies that impact consumer and company results.
• Support the offshore leaders via team meetings and coaching sessions to drive performance on a daily basis.
• Provide upskilling training to agents as needed based alignment with leadership and training department.
• Conduct quality audits to assess agent knowledge and performance.
• Evaluate, identify, and execute opportunities to drive process improvements that deliver effortless consumer experiences across channels.
• Drive initiatives across B2C that improve sales opportunities, including upselling & cross selling.
• Review weekly performance metrics with offshore leaders to track and drive performance.
• Handle consumer escalations
• Participate in weekly review of team operational performance with leadership to ensure performance goals are achieved.
• Represent PoM in cross-functional projects involving CEC touchpoints.
• Create an environment of data driven continuous improvement.
• Promote an environment of inclusion and Teamship.

MINIMUM QUALIFICATIONS 

• Bachelor’s Degree, strongly preferred
• Minimum 5 years of relevant work experience including background in consumer facing and call center environment
• Minimum 2 years of people leadership experience with demonstrated strengths of building and leading high-performance teams
• Advanced skills in Excel and PowerPoint
• Experience with all Microsoft Office tools, and ability to quickly learn multiple applications

KNOWLEDGE, SKILLS & ABILITIES REQUIRED

• Strong problem solving, critical thinking and analytical ability
• Excellent communication and coaching skills, both verbal and written, with ability to interact with varying levels in the organization
• Understanding of customer service (contact center, field service and claims management)
• Superior commitment to customer and consumer satisfaction
• Proven ability to work cross-functionally
• Highly organized with strong attention to detail
• Superior follow-up and follow-through skills
• Highly energetic and success-driven leader and team player
• Ability to lead and drive change
• Superior time management skills and ability to prioritize
• Ability to maintain confidentiality regarding proprietary company information

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to use hands to operate computer keyboard and telephone. The employee frequently is required to walk and sit. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

WORK ENVIRONMENT

This position works in a typical office environment. The noise level in the work environment is usually moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

INTERNAL/EXTERNAL COMMUNICATION

This position requires frequent communication with internal and external customers. This position also requires the employee to communicate with management on a frequent basis. 

Electrolux Home Products, Inc. is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, or veteran status. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized because of such a request.