Northwest Michigan Works!

On-the-job Training

• Competencies
  • Demonstrates the highest level of customer service with effective resolution
  • Demonstrates proactive customer management
  • Delivers customer product education
  • Determines and resolves root causes to customer concerns and inquiries
  • Identifies appropriate revenue and service enhancement opportunities
  • Explores customer needs to develop loyal and profitable customers
  • Handles cash and other payment arrangements activities as appropriate
  • Demonstrates world-class skills in courtesy, concern, timely resolution and relationship building
  • Demonstrates knowledge of the processes and products in their assigned line of business
  • Demonstrate proactive identification of issues
  • Handles inbound calls for all customers
  • Handles interactions effectively with all customers
  • Resolve customer inquiries through face to face interaction and potentially other platforms
  • Interact with customers via the phone and other platforms as necessary
  • Possess strong written and interpersonal skills
  • Create and execute orders in collaboration with other team members
  • Follow-up to ensure resolution of difficult situations
  • Support the accounting and reporting needs
  • Adapt to the individual needs of a diverse customer base
  • Provide proactive solutions to increase the overall customer engagement and growth
  • Serve as a vital member of the customer support team
  • Maintain strong relations with cross-functional teams to drive solutions
  • Perform a wide variety of job responsibilities driven by the individual needs of the customers
  • Respond to customer inquiries
  • Resolve customer escalations
  • Deliver customer solutions
  • Supervises volunteers
  • Safety & Sanitation: Sweeping, Mopping, Dusting, Vacuuming, Cleaning bathrooms, Washing windows, Cleaning bathrooms, Trash removal, Recycling, Breaking down boxes, Wet floors monitoring & signage, Spills, Broken glass, Tripping hazards, 36 inch rule, Fire and weather safety procedures: a. Chemical safety, Proper lifting techniques, PPE Equipment Training, Equipment safety
  • Generate team oriented solutions: Gather information from customers, Provide information on available products and services, Coordinate orders for customers
  • Customer Interaction: Manage requests in a timely manner, Engage customer in positive and friendly manner, Understand customer needs, Demonstrate value of service to customer, Greeting customers with a hello and smile, Kindness, Empathy, Telephone answering and interaction, Irate customer management, Eye contact, Listening & comprehension, Answering questions, Providing direction
  • Accounting and recording: Work within existing task assignment and record-keeping systems, Document resolution information, Update accounting documentation as needed or required, Follow policies and standard operating procedures, Basic Cash Register Operations, Ringing customers up, Correct change, Credit card charges, Keeping register secure, Opening/closing functions
  • Promotion, visual presentation and marketing: Referrals, Community events, Presentations, Holiday or sale displays, Appropriate signage to guide customers, Stocking, Intake area management, Filling holes on sales floor
  • Behavioral Competencies: Speaking appropriately, Handling questions without answers, De-escalating conflicts or high-stress situations, Body language (reading and controlling), Maintaining a positive attitude