Online Customer Care III (CRL)

What You’ll Get to Do

The Online Customer Service III (CSR) provides exceptional customer service to all CRL customers and reports to the Team Lead. Through the detailed understanding of all CRL products the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders and serves as an ambassador (customer advocate) between customers and CRL.

Prerequisite Skills, Knowledge and Ability Requirements

• Completed 9 months of CRL customer service experience in Core Products
• Maintained 9 Calls/Hour for three consecutive months
• Maintained Error Percentage in good standing for three consecutive months
• Satisfactory demonstration and understanding of Core Products
• Satisfactory demonstration of all Entry programs and processes
• Satisfactory demonstration of “after the sale” problem resolution skills

Advancement to Customer Service Representative Level II - Online Customer Care

Essential Duties and Responsibilities

All responsibilities as CSR I - Core Products plus the following areas of focus

• Maintain at least 40 email replies per day from Askus Mailbox (crl@crlaurence.com). Maintain email resolution time between 24-48 hours.
• Convert Quotes to orders as requested in Askus mailbox or B2B pending requests.
• Website Pending Requests – B2B Online Support Information Center, maintain inquiry replies within 24 hours. Maintain inquiry resolution within 24-48 hours.
• Maintain EN69 Web Order Review. SLA is to convert web order within 30-minutes of order being placed on website.
• Maintain IQ02 Customer Service P&C file. SLA is to respond, forward or assign P&C to appropriate department within 30-minutes. Process, release, update and delete all approved SHORTAGE01 orders in IQ02.
• New Account set up, Unites States and Canadian accounts. B2B Online Support Information Center, respond to or approve new account applications within 24-48 hours. FM10R- Clear out FM10R accounts in review approved from the B2B New account applications.
• Assist customers with website issues through ASM Assisted Sales Module as well as SAP Back Office, i.e. logging in, initiate reset password, Cart ID lookup, User ID lookup, Add/Delete or Edit Users, Unlock user account, pay invoices, etc.
• Issue Cherwell IT tickets or Website Submission Form to report failed functionality on beta.crlaurence.com and Tandem.
• Dealer Requests – B2B Online Support Information Center. SLA is to respond to Dealer Requests within 24 hours. (when do we change to 2 hours)
• Assist PGS or Customer with locating Web Orders in B2B Online Support Information Center or EN69 Web Review.

Advancement to Customer Service Representative Level III In-Office - Online Customer Care

All responsibilities in Customer Service Level II - Online Customer Care (sales credits)

• EN82 Work Orders Revisions
• EN83 First Review release
• Convert Work Order to Credit Memos
• Convert Repairs to Credit Memos
• EN89 High Dollar / VM / Plus 6 months release
• Q1C's- Q1 workorders released through Q1 program
• BCR - Bankcard CM Refund Review
• BCA - Bankcard Refund Approved

Advancement to Customer Service Representative Level III Remote- Online Customer Care

• EN82 Work Orders Revisions – no basis for monitoring nor need to monitor
• EN83 First Review release – monitor through EN83 file, TRAP report and audit results
• Convert Work Order to Credit Memos monitor through EN83 file, TRAP report and audit results
• Convert Repairs to Credit Memos - monitor through EN83 file, TRAP report and audit results
• EN89 High Dollar / VM / Plus 6 months release - monitor through EN83 file, TRAP report and audit results
• Q1C's- Q1 workorders released through Q1 program - Tandem only (at this point but could create a TRAP report similar to EN83 report)
• BCR - Bankcard CM Refund Review - Tandem only (at this point but could create a TRAP report similar to EN83 report)
• BCA - Bankcard Refund Approved - Tandem only (at this point but could create a TRAP report similar to EN83 report)