Nicole M. Rogers

Responsible for handling inquires and suggestions in a professional and timely manner.

Providing ETAs from technicians as well as following up on scheduled appointments from new and current vendors and customers. Analyzed customer service trends to discover areas of opportunity and provide feedback to management. Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.

Responsible for keying in information from customers willing. Schedule an appointment for plumbing service. Data entry, including contact information and relevant details concerning their plumbing problems. Scheduling service call appointments based on customer's ability and convince as well as discuss additional services and products we have available that may be helpful.

Responsible for answering customers questions, request and concerns via customer interaction channels via chat, email, text, phone, etc. Also entering orders into the system as well as verifying customer's information. Providing delivery assistance including scheduling, ordering parts, and return/ replacements on items and furniture. Also, assist in gift registry as well as help Designer Trade, agents with answering questions and placing orders. Escalating to the billing department in a timely fashion.

Responsible for receiving and acting on notification center communications/request in compliance with agrees on business unit and/or regulatory requirements. Initial point of contract for retail sites and vendor regarding incident management of non-POS/BOS equipment failures and property damage.

Troubleshoot for major equipment issues and dispatch vendor within an SLA time status. Also provide backup administrative support for managing spills, unauthorized release response, ECS, and property relation violations.Responsible for accurately creating tickets promptly and efficiently obtaining critical information and passing that information to the appropriate personnel.

Responsible for providing support to sales/ customers, and vendors which includes scheduling appointments, filing, faxing, mail, and emails. Process orders and change notices; communicate with the dispatch department on scheduling drivers to delivery points and follow up with eta status. Coordinate all corrections and/or changes that occur during the work process through written and/verbal instructions

Data entry responsibilities, setting up new accounts and managing current inventories. Responsible for preparation of bills and invoices and verification of billing with accounts receivable ledger. Processes changes in information system to support accurate and efficient billing

Responsible for escalating issues related to BP POS software, hardware, WAN/Lan Network communication issues. Responsible for ensuring all calls escalated by MTS Agent Support are responded to in a timely manner and all procedures are followed. Provide accurate and timely information to individuals throughout the corporation on trends and statistics of problems that sites are experiencing to be proactive and find resolutions prior that experiencing these problems. Assist in the set-up and processing
of all In-Store Integration systems. Also, assist with dispatching and communicating with sites nationwide for repair issues within an ETA status time.