Customer Care Representative

Job Description

Customer Care Representative

Job Summary The Customer Care Representative serves as the primary point of contact for customers, providing support through inbound calls, emails, and chat. This role manages customer inquiries from initiation through resolution, including order processing, troubleshooting service issues, expediting requests, and ensuring a positive customer experience. The position requires a customer-focused, solutions-oriented individual who can navigate multiple systems and collaborate with sales teams, suppliers, and internal partners to resolve issues and support business growth.

Responsibilities

• Maintain and attract customers by handling inbound sales and customer communications related to service status, challenges, concerns, and issues.
• Process, expedite, and troubleshoot customer orders received via calls, emails, and chat.
• Own the customer request and experience from initiation to conclusion, processing all customer requests using computer systems.
• Utilize multiple and often complex systems and programs to research information and support resolutions.
• Research and resolve customer issues, expedite back orders, and handle returns and special requests.
• Resolve product or service problems by clarifying the complaint, determining the cause, selecting and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.
• Proactively interact with the sales team to ensure regular communication on pricing and customer concerns, providing high-quality service to support sales growth.
• Follow up with sales, suppliers, and customers on outstanding issues.
• Identify opportunities to provide solutions and make recommendations for process improvement.
• Make decisions based on policies and past precedent, seeking guidance as needed.
• Meet performance metrics such as schedule adherence, productivity standards, and quality standards.
• Perform other related duties as assigned.

Requirements

• High school diploma required;bachelor s degree preferred.
• 1 3 years of experience in a customer relationship role (such as sales or call center).
• Intermediate computer skills with the ability to work in multiple systems concurrently, often using multiple monitors.
• Familiarity with SAP or similar ERP systems is an asset.
• Strong verbal and written communication skills.
• Ability to work independently and collaboratively across departments.
• Proven problem-solving skills and resourcefulness.
• Ability to manage multiple priorities in a fast-paced, complex environment.
• Good organization and time management skills.
• Attentive and active listening skills.
• Ability to maintain composure and a positive attitude during challenging interactions.
• Bilingual proficiency in English and French is an advantage where required.

Skills

• Customer service and relationship management.
• Effective verbal and written communication.
• Problem-solving and analytical thinking.
• Multitasking and prioritization in a high-volume environment.
• Organization, accuracy, and attention to detail.
• Active listening and empathy.
• Decision-making within established policies and guidelines.
• Proficiency with office software and CRM or ERP systems.

Summary Qualification

• High school diploma or equivalent;post-secondary education preferred.
• 1 3 years of experience in customer service, sales support, or call center roles.
• Demonstrated ability to handle a high volume of customer interactions across multiple channels.
• Experience using multiple computer systems simultaneously to research and resolve customer issues.
• Track record of meeting or exceeding performance, quality, and productivity standards.

Wollborg Michelson Recruiting is an Equal Opportunity Employer and prohibits discrimination of any kind. We ensure job offers are made based of one s employment experience, skills, and qualifications, regardless of race, gender, ethnic origin, or any other classification protected by law. All applicants must furnish proper identification to prove their legal right to work in the US upon a job offer. We participate in E-Verify to confirm one s right to work in the US. Wollborg Michelson Recruiting does not provide sponsorship for an employment-based visa status.