Customer Care Associate Job Description Template
Our company is looking for a Customer Care Associate to join our team.
Responsibilities:
- Initiate customer follow up calls and surveys to measure customer satisfaction;
- Handle additional adhoc responsibilities and special projects related to the Contact Center;
- Develop a thorough understanding of Bellhops’ service as well as internal policies and procedures;
- Links or makes routine referrals and triage decisions not requiring clinical judgment;
- Leads or participates in activities as requested that help improve Care Center performance, excellence and culture;
- Assists in the mentoring and training of new staff;
- Support team members and participate in team activities to help build a high-performance team;
- Responsible for updating self on ever changing information to ensure accuracy when dealing with members and providers;
- Educates providers on how to submit claims and when/where to submit a treatment plan;
- Data entry;
- Take and enter orders;
- Interact with customers to provide information in response to inquiries about products and services;
- Collect customer feedback to share with engineering and product teams to continually improve the Science Exchange platform;
- Be a Science Exchange product and marketplace expert to help current and potential customers advance their research objectives;
- Improve support processes and increase efficiency to allow the team to maintain a high level of support as the customer base grows.
Requirements:
- Desire for continuous learning and improvement;
- Extremely confident in your ability to speak to customers in high stress situations;
- Strong written and verbal communication skills;
- Desire to make the customer’s experience a great one;
- Ability to work a set, recurring schedule (30-40 hours per week) as dictated by business needs;
- Technical support or customer support experience is a plus;
- Handle additional adhoc responsibilities and special projects related to the Contact Center;
- Strong Time management skills;
- Excellent customer service skills;
- Interest in researching and discussing a wide range of scientific topics;
- Initiate customer follow up calls and surveys to measure customer satisfaction;
- Previous experience as a customer service representative is helpful but not necessary;
- Basic Computer skills;
- Excellent verbal and written communication skills, able to respond informatively, concisely, and rapidly to inquiries;
- Solid critical thinking skills.