Las Vegas, NV | Full Time Direct Hire
The Nest Customer Service representative (Concierge) is to promptly and warmly greet Nest’s customers on the phone, to identify the reason for their call, and to either route the call to the most appropriate channel or resource, manage expectations and schedule a call back, or resolve within their scope.
Duties and Responsibilities· Act as first point of contact for customer queries via telephone, while projecting a highly available, warm, helpful voice for the Nest brand· Communicate with customers in a friendly manner, providing attentiveness and empathy regarding concerns, and building confidence and assurance that their needs will be met· Create a case, select proper symptom code, and determine correct resolution path for customer· Properly document customer’s situation and reason for calling as well as collecting all relevant customer and product information in the CRM system (Salesforce)· Monitor queue wait times in the telephony system in order to advise customers of any delays in service, recommend alternatives, or to schedule a call back when appropriate· Interpret case symptoms and provide answers, solutions and closure on basic and non-technical requests (e.g., order status, product availability, service outages, etc.), and as directed by Nest· Direct customers to proper channel or resource for resolution, efficiently directing customers to self-service tools, referring to channel partners, or making transfers to appropriate skill groups in Nest agent network· Stay current with Nest communications to contact centers in order to provide most up-to-date information to customers· Follow the direction of management and adhere to published policy· Provide feedback on systems, procedures, and products that will feed continuous improvement· Perform all other tasks as assigned and as business needs dictate
-Must be available for any shift