Customer Care Associate

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.