Customer Care Specialist

Customer Care Specialist

Hybrid WFH in Reston, VA 22030 | Currently 2 days in office 3 days remote

SPARGO, Inc. is a full-service event management company, offering a suite of services that support the production of trade shows, conventions, conferences, symposiums, and seminars.

Benefits

• Casual Work Environment
• 100% Company Paid Medical (choice of 3 plans), Dental and Vision for Employee
• Available FSA or HSA account
• 100% Company paid Basic Term Life and AD&D Insurance
• 100% Company paid Long Term Disability Insurance
• AFLAC is Available
• 401(k) Plan
• Paid Sick and Vacation Leave

Summary:

Position requires a highly motivated, energetic, flexible, and organized individual who is extremely detail oriented. Must be a team player with excellent interpersonal skills and an outstanding customer service attitude. Must be able to interact with customers by listening to their needs and finding the right solution to best ensure their satisfaction. This position reports to the Call Center Operations Manager and supports the registration, housing and exhibits sales department.

Essential Duties and Responsibilities (in order of importance):

1. Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
2. Answer ACD calls as instructed with a goal of exceeding performance standards.
3. Must meet the monthly call center goals as outlined in the call center goals program.
4. Assist customers with online registration and housing requests, utilize standard scripts and maintain control of the call.
5. Learn/Understand the registration and housing platforms to operate within them.
6. Respond to incoming emails and live customer web chats from our registration and housing websites.
7. Participate in training meetings with Registration and Hosing as required.
8. Provide feedback and communicate with the supervisor/manager daily.
9. Support Registration and Housing by giving feedback on customer inquiries.
10. Retrieve and sort faxes.

Essential Duties and Responsibilities (in order of importance) cont.:

1. Perform data entry in the platforms as necessary to avoid backlog and to maintain performance standards processing registration and housing forms as needed.
2. Provide accurate information to callers.
3. Perform outbound calls to follow up and resolve issues in a timely fashion.
4. Perform other duties as assigned.

Qualifications (computer & communication skills, training, certification, etc.):

1. Excellent verbal and written communication skills.
2. Must be organized and can multi-task.
3. Must have the ability to work in a team-oriented environment.
4. Proficiency with MS Office and internet savvy.
5. Data Entry skills

Education and/or Experience

1. Call Center experience preferred.
2. Minimum one (1) year customer service experience.