JOB SUMMARY:

As a Customer Care Specialist, you will be the core of our customer care operations.  Your primary responsibilities involve handling escalated customer inquiries, resolving complex issues, and providing support across multiple communication channels such as phone, email, live chat, and social media.  You will work collaboratively with a dedicated team of agents to ensure that our customers’ needs are met with the utmost satisfaction and the highest level of customer service.  You will be the final escalation and resolution point of handling for customer concerns. 

PRIMARY DUTIES AND RESPONBILITIES:

The below listing of essential functions is not an inclusive listing of all duties that may be requested to be performed by supervisor or manager.

• Escalation Handling: Take charge of customer inquiries that have been escalated from Customer Service Representative 1s.   Utilize your expertise and knowledge or company policies and products to provide timely and effective resolutions to appease and retain customers while upholding best business practice.
• Complex Issue Resolution: Investigate and resolve intricate customer issues and complaints, offering in-depth explanations and appropriate solutions.
• Customer Engagement: Build and nurture strong relationships with customers by actively listening, empathizing, and delivering tailored assistance.  Maintain a professional and customer -center approach in every interaction.
• Product Knowledge: Keep up to date with company products and services, ensuring that you provide accurate and current information to customers.  Assist customer in understanding and utilizing our products and offerings effectively.
• Documentation: Maintain detailed and precise records of customer interactions and issue resolutions in the customer relationship management system.
• Team Collaboration: Work closely with other Customer Care Specialists, supervisors, and cross functional teams to share insights and best practices.  Contribute to a positive and cooperative team atmosphere.
• Performance Metrics: Meet or exceed performance metrics, including response and resolution times, customer satisfaction scores, and quality assurance standards.

 

SECONDARY RESPONSIBILITIES:

• Process customer orders, accurately and efficiently
• Quality testing of new information systems software and related systems.
• Participation on project teams as appropriate.

 

The above listing of essential and periodic functions is not an inclusive listing of all duties that may be required to be performed.

 

 

 

 

 

KNOWLEDGE, SKILLS, ABILITIES:

• Expert interpersonal, written and oral communication skills.
• Strong troubleshooting and critical thinking skills, with demonstrated problem-solving agility.
• Ability to collaborate, build relationships and communicate at all levels, both inside and outside the organization.
• Customer focused.
• Strong attention to detail.
• Ability to prioritize and meet deadlines.
• Excellent time management and organizational skills.
• Ability and understanding of the need to protect confidential information.

 

EDUCATION and/or EXPERIENCE:

·         High School Diploma or Equivalent is preferred.

·         Prior experience in customer service is strongly desired.

• Functional experience with data entry and computers is preferred.