Customer Care Agent - Mon–Fri 8:00 AM – 5:00 PM

Summary

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.
• 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.

Requirements

• Ability to work on a team with the Customer Service Manager and Director of Operations to ensure proper customer service delivery.
• Basic computer knowledge and proficiency with simple office equipment.
• Capability to collaborate with internal office personnel, sales & development representatives, records center staff, and management.
• Ability to work with external customers, potential customers, vendors, and suppliers.
• Retention of knowledge of service lines, prices, and delivery times.
• Strong multitasking, prioritization, and time‑management skills.
• Flexibility, spontaneity, and ability to handle unexpected situations.
• One (1) year of relevant experience.
• Proficient English language skills and grammar.
• Pleasant telephone voice and manner.
• Typing speed of 45‑55 wpm with 95‑100% accuracy.
• Proven customer support experience.
• 10‑key proficiency by touch.

Work Environment

Must be able to tolerate heat in the summer and cold in the winter.

Physical Demands

• Regularly required to stand and walk.
• Occasionally required to sit, climb/balance, stoop, kneel, or crouch.
• Must be able to reach, handle, carry, and lift between 10 lb. and up to 50 lb.
• Regularly required to talk, hear, read, and identify numbers for accurate order filling and material receipt.

Education and Eligibility Requirements

• One (1) year of experience in a related field.
• English language proficiency with strong grammar.
• Ability to operate basic office equipment.
• Typing skills (45‑55 wpm) with high accuracy.
• Proven customer support experience.
• 10‑key proficiency by touch.

Other Information

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.