Customer Care Representative

divh2Customer Care Representative/h2pThe Customer Care Representative provides outstanding service to our customers by responding to a high level of inbound customer calls, inquiries and requests which may require research and investigation to reach resolution. The incumbent actively engages customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner./ppHiring Range: $21.00-$22.00 per hour, plus incentive pay and ample opportunities for advancement with our career paths program./ph2Key Responsibilities/h2ulliAnswers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services./liliResponds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued./liliEngages in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed./liliBuilds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability./liliUtilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers./liliUnderstands and strives to meet or exceed call center metrics while providing excellent consistent customer service./liliEngages with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs./liliParticipates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values./li/ulpCareer Path Definitions Distinctions/ppLevel I: 0-2 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in Casellas business products and services as well as in customer service and client relationship management. Able to effectively manage call volume and understand proprietary software systems. Works within team to support Division sales representatives and provide excellent customer support. Capable of solving increasingly complex problems and offering solutions that engage and retain customer base./ppLevel II: 1-3 years of progressively complex experience in the customer service and client relationship management field. Demonstrated knowledge and competence in several technical areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casellas business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications as needed. Adept at resolving most escalations and handling a high volume of calls./ppSenior Level: 2-4+ years of progressively complex experience in the customer service and client relationship management field. Highly integrated knowledge and competence in all areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casellas business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications to generate and retain business sales. Independently resolves escalations. Skillfully manages a high volume of calls. Capable of taking on special projects or assignments./ph2Education, Experience Qualifications/h2pThe successful candidate will have a high school diploma or GED, 2-4 years of customer service or inside sales experience, a demonstrated ability to work as part of a team in a collaborative environment, and be legally eligible to work in the US. An advanced degree, relevant sale certifications, prior sales experience and experience or interest in environmental and/or sustainability field are preferred./ppOutstanding relationship management skills, excellent listening communication and problem solving skills, the ability to identify and develop sales opportunities are required. Demonstrated proficiency with Microsoft Office, typing proficient and a working knowledge of Microsoft Dynamic for CRM or similar software systems and related software are expected./ph2Attributes/h2pPositive, team-oriented individual who is curious, attentive, and results-oriented with the ability to see the larger picture while focusing on detailed information./ph2Benefits/h2pMedical, Dental, Vision, Life Disability Insurance, Maternity Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More./p/div