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Action Team Representative

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POST DATE 8/31/2016
END DATE 10/13/2016

Southern States Cooperative Richmond, VA

Southern States Cooperative
Job Classification
Full Time
Company Ref #
Richmond, VA
Entry Level (0 - 2 years)
Job Type
High School Diploma or GED
AJE Ref #


General Summary

Interact with customers by telephone, email, mail or fax to deliver information in answer to customer inquiries, billing questions, and customer complaints while maintaining a professional manner.

Essential Job Functions

- Answer telephone inquiries in a courteous, friendly and professional manner; building rapport with customers.

- Respond to email, mail or fax inquiries in a timely and professional manner as a representative of Southern States Cooperative, Incorporated.

- Promote SSC brand, products and services through interaction with customers.

- Accurately document complaints received by telephone, email, mail or fax in a manner that is consistent with outlined process.

- Resolve problems by clarifying issues, researching and exploring solutions and escalating unresolved problems to the appropriate level or department/division.

- Track all complaints through to resolution via Compass Tool set.

- Take ownership of all inquiries received, completing appropriate tracking to maintain accurate data for reporting purposes.

- Resolve monetary disputes within set guidelines for the position. This may include issuing credits, adjusting fees, accepting credit card payments, processing check requests or issuing gift cards.

- Effectively transfer misdirected customer calls to the appropriate party.

- Participate in educational opportunities to keep product and service knowledge current.

- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.

- Perform all other job functions as assigned.


Action Team Representative I

Education: Requires a High School Diploma or General Education Degree (GED)

Experience: 0-2 years of experience in a customer service position call center or equivalent

Action Team Representative II

Education: May require Associate's degree

Experience: 2-4 years of experience in a customer service position call center or equivalent

Action Team Representative III

Education: May require Associate's degree

Experience: 4-5 years of experience in a customer service position call center or equivalent


- Confident, friendly, professional, with a strong work ethic

- Ability to effectively and accurately communicate in writing and verbally

- Must be able to work in a high volume environment with multiple priorities and deadlines

- Ability to listen attentively to customer needs and concerns, demonstrate empathy

- Ability to objectively develop an accurate perception and understanding of others' feelings, needs, values and opinions

- Maintain a positive attitude when confronted with opposition and strong emotion

- Ability to easily maneuver among multiple websites, programs and computer screens

- Self-motivated and possess the ability to work alone and in teams effectively

- Working knowledge of Word, Excel, and Outlook

- Ability to deal with rapidly changing or unexpected situations

- Ability to collect important information before taking action, solve complex problems and use good judgment (ATR III)

- Ability to gather information and make decisions that responsibly resolve monetary disputes (ATR III)

- Ability to perform a variety of complicated tasks using a wide degree of creativity & latitude (ATR III)

- Must be able to support team as decision-maker for escalated calls and as team mentor (ATR III)

- Must be able to work regularly scheduled hours as defined by management and beyond if needed

- Ability to understand and speak the English language fluently


Southern States Cooperative, Inc., is an Equal Employment Opportunity/Affirmative Action Employer and does not discriminate against individuals based on their race, color, religion or belief, national or ethnic origin, sex (including pregnancy), age, disability, sexual orientation, gender identity, veteran status, family medical history or genetic information, or any other status protected by federal, state or local laws, or regulations.