Customer Support Agent

Summary

The Customer Support Agent is responsible for supporting the retail locations store teams, BrandsMart Leasing customers, and at times the Operations Hub. This could include, but is not limited to, explaining the lease application process and lease transaction, explaining the benefits of auto pay, conducting quality control calls, handling customer service issues, retail location service issues, taking payments, and handling customer opportunities. This team member upholds the culture and standards of our Company. The Customer Support Agent must constantly strive to meet all business goals and exceed customer expectations. This is a new position and will evolve over time, resulting in additional responsibilities being added.

Duties and Responsibilities

• Partner with the retail team members to deliver a seamless customer experience throughout the lease transaction process while delivering excellent customer service to foster business growth and high level of customer satisfaction.
• Complete quality control calls on all new lease agreements.
• Ensure that accurate customer record(s) are entered and maintained in the Company's computer system(s)
• Handle customer service opportunities and review such opportunities with their supervisor.
• Achieve and maintain the highest level of compliance with applicable policies, procedures, regulations, and laws.
• Answering phone calls from customers and retail locations.
• Researching delivery issues.
• Handling customer cancelations, exchanges, and returns in retail locations.
• Researching leases to ensure that items are not being leased that should not be and reporting to supervisor when there is an issue.
• Contacting customers to let them know that they still have purchase power.
• Ensuring the customer understands the lease to own agreement with customer during the follow up call.
• Auditing lease agreements to ensure they get transferred to the operations Hub.
• At times assisting the operations hub with taking payments or certain collection activities.
• Ensuring and researching that all credits have been issued to BML from retail locations.
• Any other responsibilities, tasks, or duties as assigned.