Robert Horman

Senior Ecomm Customer Experience Specialist @Pinnacle Sales Group

Haines City, FL, US

Open and maintain customer accounts by recording account information• Resolve product or service problems by clarifying the customer\'s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution • Proficient with CRM (Sales Pad)• Maintain financial accounts by processing customer adjustments• Recommend potential products or services to management by collecting customer information and analyzing customer needs• Prepare product or service reports by collecting and analyzing customer information• Contribute to team effort by accomplishing related results as needed• Manage incoming calls & emails• Generate sales leads• Identify and assess customers\' needs to achieve satisfaction• Build sustainable relationships of trust through open and interactive communication• Provide accurate, valid and complete information by using the right methods/tools• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution• Keep records of customer interactions, process customer accounts and file documents• Follow communication procedures, guidelines and policies• Go the extra mile to engage customers• Resolve customer challenges via phone, email, mail or social media• Greet customers warmly and ascertain problem or reason for calling• Assist with placement of orders, refunds, or exchanges• Take pertinent information such as addresses and phone numbers• Place or cancel orders• Answer questions about warranties or terms of sale• Sell products and services• Utilize computer technology to handle high call volumes• Compile reports on overall customer satisfaction• Resolve customer complaints via phone, email, mail or social media E-Commerce support

Atworth University

BS Degree, Business Management

York College of Pennsylvania

No, Business Management

American InterContinental University

No, Commercial Arts & Graphic Design