Customer Care Agent

Title Customer Care Agent Reports To Customer Care Manager Summary This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints. Essential Functions Train, explain tasks, and assist in the solution of customer problems. Answer incoming phone calls, faxes, emails and respond to customer requests. Identify and assess customers’ needs to achieve satisfaction. Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution. Go the extra mile to engage customers. Enter new box information for all accounts. Conduct data entry including making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts. Take paperwork from the “ready to be filed tray” and place it in each customer’s folder. At the end of each month, store the previous month’s files in VRC boxes. Work on special projects as required by the Customer Service Manager or Director of Operations or as needs arise. Competencies Ability to work on a team including with the Customer Service Manager and Director of Operations to ensure proper customer service is being delivered. Must have some computer knowledge. Must be able to work with internal office personnel, sales & development representatives, records center personnel, and management. Ability to work with external customers, potential customers, vendors, and suppliers. Able to retain knowledge of service lines, prices, and delivery times. Ability to multi-task, prioritize and manage time effectively. Flexible, spontaneous, and able to deal with the unexpected. Work Environment Must be able to tolerate heat in the summer and cold in the winter. Physical Demands While performing the duties of this job, the employee is regularly required to stand and walk. The employee is occasionally required to sit, climb/balance, stoop, kneel, or crouch. Must be able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs. While performing job duties, the employee is regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material. Education And Eligibility Requirements One (1) year’s experience. Knowledge and ability in English and grammar. Pleasant telephone voice/manner. Ability to operate simple office equipment sufficiently to perform the job. Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy. Must have proven customer support experience. Must know 10-key by touch. Other duties Other duties: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice. #J-18808-Ljbffr