Customer Care Agent

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.
• Key in new box information for all accounts.
• Data entry includes making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
• Responsible for taking paperwork from the “ready to be filed tray” and placing it in each customer’s folder.
• At the end of each month, responsible for storing 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.

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.
• Must be able to work with internal office personnel, sales & development representatives, records center personnel, and management.
• 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.
• Ability 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.