Customer Care Agent II

Customer Care Agent II

TK Elevator is currently seeking an experienced Customer Care Agent II located in Atlanta, GA.

This position will act as a customer liaison, provide product/service information, and resolve any customer issues with empathy and efficiency. The customer care agent is responsible to build sustainable relationships and trust with customers and the field though open and interactive communication to ensure delivery of best-in-class customer experience. Agents will support the marketing and sales functions by processing and following up on incoming leads. They act as new installation product ambassadors by responding to product inquiries from construction industry partners.

Essential Job Functions:

• Provide excellent customer service to inquiries and complaints received via the national 800 number, website, chat and email.
• Provide support for product inquiry received via phone, email, web form, or chat.
• Develop and maintain a working knowledge of the departments and their functions across the organization.
• Ensure accurate and timely routing and follow-up of inbound marketing leads for products and services.
• Utilizes the Customer Relations Management (CRM) tool to process and update customer information as needed as part of a First Call Resolution initiative.
• Utilizes Billtrust tool as part of a First Call Resolution initiative and revenue generation when it comes to billing by taking payments and resending invoices.
• Qualifies and creates revenue generating leads using the Customer Relations Management (CRM) tool through organic interactions via phone call, instant chat or email
• Partner with the local and regional departments to meet and exceed resolution of customer complaints and issues.
• Document, track and provide management feedback regarding service failures or customer concerns.
• Meet and exceed quality goals and productivity targets.
• Provide project support as required.
• Other duties as required.

Education & Experience:

• Bachelor's degree and minimum 1 year related experience; or an equivalent combination of education and experience
• Problem solving with critical and creative thinking skills
• 1 year related experience; or an equivalent combination of education and experience
• Understanding of marketing automation
• Proficiency in Microsoft Office Suite
• CRM experience preferred

What makes us special

At TK Elevator, we offer more than just a role, we offer a place to grow, thrive, and make an impact.

Provided they meet all eligibility requirement under the applicable plan documents, employees will be offered

• Medical, dental, and vision coverage
• Flexible spending accounts (FSA)
• Health savings account (HSA)
• Supplemental medical plans
• Company-paid short- and long-term disability insurance
• Company-paid basic life insurance and AD&D
• Optional life and AD&D coverage
• Optional spouse and dependent life insurance
• Identity theft monitoring
• Pet insurance
• Company-paid Employee Assistance Program (EAP)
• Tuition reimbursement
• 401(k) Retirement Savings Plan with company match: Employees can contribute a portion of their pay on a pre-tax or Roth basis. The company provides a dollar-for-dollar match on the first 5% contributed.

Additional benefits include:

• 15 days of vacation per year
• 11 paid holidays each calendar year (10 fixed, 1 floating)
• Paid sick leave, per company policy
• Up to six weeks of paid parental leave (available after successful completion of 90 days of full-time employment)

Eligibility requirements for these benefits will be controlled by applicable plan documents. This is intended to provide a general description of benefits and other compensation and is not a substitute for applicable plan documents or company policies.

Important note:

TK Elevator is committed to a prejudice-free and diverse working environment with equal opportunities. We welcome applications from everyone we continuously work towards an inclusive and barrier-free reality. Please do reach out to us and we will work on individual solutions tailored to you.

TKE Move Beyond