Contact Center Customer Service Clerk – GBS

Location US-TN-Nashville
Posted Date 9 months ago(3/23/2021 10:42 AM)
ID
324585
Category
Customer Service
Employment Type
Fulltime-Regular

Overview

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you’re pursuing — a new challenge, a sense of belonging, or just a great place to work — our focus is helping you reach your full potential. Learn more about working here at http://careers.aramark.com or connect with us on Facebook, Instagram and Twitter.

Description

 

Overview

The Business Support Contact Center provides customer service support for several programs offered by Aramark across multiple lines of busines including our Corrections, Sports and Entertainment, and Business Dining services. Each program offers their own unique product line to best support their ever-growing clientele and offer the highest quality products at competitive market value. In turn, the level of service provided must match the amazing quality of the products thus, the level of customer support is truly white glove service. 

Inbound Customer Service Clerks assist our customers with placing new orders, which routinely provides upsell and cross sell opportunities, as well as answering questions about existing orders. Our best agents have a passion for delivering service excellence, possess a strong sales aptitude, and leverage outstanding communication skills to effectively handle the most challenging situations. Support is provided in a traditional contact center environment handling inbound phone calls and emails.

 

Responsibilities

  • Manage a high volume of inbound phone and email contacts from customers who are calling to place orders or ask questions about existing orders.
  • Develop and maintain a proficient working knowledge of our multiple systems, policies and procedures
  • Assist in troubleshooting order issues using a "First Call Resolution" strategy; utilize sound judgement to effectively research and resolve order issues using win-win solutions
  • Using basic sales techniques, provide customers with the knowledge and support they need to identify which product is best for their situation; upsell on every interaction to increase the value of the order
  • Easily navigate through multiple systems and websites; educate customers on how to leverage online tools when appropriate
  • Meet weekly, monthly, and yearly Key Performance Indicators (KPIs) for quality, customer satisfaction, and general productivity levels

Qualifications

  • Previous experience providing customer service or sales in a call center environment preferred
  • Superior customer service skills; must be passionate about delivering quality service and making a difference in the customer experience
  • Excellent problem solving, complaint resolution and negotiation skills
  • Effective oral and written communication skills; must demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality
  • Ability to remain calm and positive when dealing with irate, escalated callers
  • Strong sales aptitude with ability to up-sell and overcome objections
  • Self-motivated and results-oriented; sets goals and strives to meet goals
  • Ability to learn quickly and adapt to change in a fast-paced, high performance culture
  • Must be dependable by demonstrating exceptional habits of attendance and schedule adherence
  • Possess strong computer skills - Windows, Excel and Outlook - and be internet browser proficient
  • Flexible to work between the hours of 7am – 8pm, 7 days a week
  • Bilingual Spanish preferred

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