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GBS offers a full array of products and services to the Furniture, Mattress/Bedding, and Pest Control industries. GBS maintains a sharp focus on exceeding customers expectations which has allowed our hometown company to evolve into the industry leader we are today. The GBS culture is friendly and casual, and our commitment to diversity has contributed to our success and makes GBS a great place to work. Join a winning team!
GBS has immediate openings for Bilingual Customer Care Representatives (CCR) to work at our inbound call center located in 9240 Prototype Drive, Reno, NV 89521. The CCR is responsible for providing world class customer service on all inbound warranty claims calls. The representatives must clearly, accurately, professionally and consistently answer questions, process claims in FPP database and document each call. The CCR will assess claims, troubleshoot and advise customers whether or not they are covered based on their furniture protection plan.
Responsibilities:
Answer high volume, inbound customer service calls in a professional, pleasant and timely manner
Troubleshoot and diagnose the customers issue
Possess knowledge of the terms, conditions and exceptions of each type of warranty/service provided by GBS Enterprises
Demonstrate passion for excellence by treating customers with the utmost respect
Must possess a professional and friendly attitude and the ability to quickly develop a rapport with customers over the phone; excellent phone etiquette
Ability to answer customer inquiries via phone
Ability to multi-task and initiate the electronic claims process while simultaneously on the phone with customer by accurately identifying the customers needs
Must be able to convey information verbally in a professional and clear manner
Must ensure thorough and accurate response to customer inquiries and if necessary partner with appropriate department personnel
Compose grammatically correct correspondence such as claim notes, e-mails, and any other form of internal or external written communication
Possess knowledge of the interdepartmental communication and escalation process
Perform other job-related duties as assigned
Requirements:
High School diploma or equivalent
Bilingual (English/Spanish) to support bilingual queue
Good organizational skills with the ability to multi-task, prioritize and follow up
Two (2) years customer service experience in a call center environment, preferred
Clear, concise and professional verbal and written communication skills
Excellent troubleshooting and problem resolution skills
Excellent data entry and clerical skills
Ability to effectively multi-task in a fast a paced environment
Computer literate with working knowledge of MS Excel and Word
Available to work Full-Time schedule (40 hours)
Ability to sit for long periods of time as this is a call center
Warranty, insurance or furniture experience, preferred
Additional information:
All candidates must successfully complete a background check and drug test
We offer Medical (BCBS EE only option covered by Company at 99% of premium), Dental, Vision, and Supplemental benefits
A Simple IRA plan with up to a 3% Company match
Paid time off (two weeks prorated to date of hire)
Paid holidays
Floater personal holiday
