Customer Care Agent

Description

This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.

Essential Functions

• Train, explain tasks, and assist in the solution of customer problems.
• Answer incoming phone calls, faxes, emails and respond to customer requests.
• Identify and assess customer’s needs to achieve satisfaction.
• Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Go the extra mile to engage customers.
• Data entry includes making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
• Take paperwork from the “ready to be filed tray” and place it in each customer’s folder.
• At the end of each month, store the previous month’s files in VRC boxes.
• Work on special projects as required by the Customer Service Manager or Director of Operations or as needs arise.

Requirements

• Competencies:
  • Ability to work on a team including with the Customer Service Manager and Director of Operations to ensure proper customer service is being delivered.
  • Must have some computer knowledge.
  • Able to work with internal office personnel, sales & development representatives, records center personnel, and management.
  • Able to work with external customers, potential customers, vendors, and suppliers.
  • Able to retain knowledge of services lines, prices, and delivery times.
  • Able to multi-task, prioritize and manage time effectively.
  • Flexible, spontaneous, and able to deal with the unexpected.
• Work Environment:
  • Must be able to tolerate heat in the summer and cold in the winter.
• Physical Demands:
  • While performing the duties of this job, the employee is regularly required to stand and walk.
  • The employee is occasionally required to sit, climb/balance, stoop, kneel, or crouch.
  • Must be able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs.
  • While performing job duties, the employee is regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.
• Education And Eligibility Requirements:
  • One (1) years’ experience.
  • Knowledge and ability-English and grammar.
  • Pleasant telephone voice/manner.
  • Able to operate simple office equipment sufficiently to perform the job.
  • Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy.
  • Must have proven customer support experience.
  • Must know 10-key by touch.
• Other duties:
  • Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job.
  • Activities, duties, and responsibilities may change at any time with or without notice.