Customer Care Associate II - FM

About the role

Provides customer service by responding to inquiries regarding product selection, services and issues. Associates will be responsible for knowledge on 20,000 products and 3 catalogues.

Responsibilities

• Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
• Performs necessary follow-up to ensure customer service expectations are met.
• Buils relationships if assigned a specific customer base.
• Researches and suggests alternative products to customers.
• Provides representation of products, increasing sales wherever appropriate or as requested.
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Solves customer issues including issuance of credit concessions.
• Uses in-depth product knowledge to answer more specialized product calls.
• May be responsible for outbound calls to vendors.
• Selects correct processes from clearly prescribed rules, past practices or instruction.
• Seeks advice and guidance on non-routine or problem areas from supervisor.
• Understands and supports compliance issues if required for assigned customer base.
• Refers complex, unusual problems to supervisor.
• Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, techniques.

Requirements

Must be eighteen years of age
Must pass the Drug Test
Must pass the Background Check
Must pass pre-employment tests if applicable

Qualifications

• HS Diploma or GED, strongly preferred.
• Specialized skills training/certification may be required.
• Generally 2 - 5 years of experience in area of responsibility.

Skills

• Ability to multitask smoothly and efficiently.
• Previous Customer Service experience.
• Industry product knowledge.
• Passion for customers and delivering top quality customer service.
• Ability to learn both independently and in group settings.
• Ability to work in a fast paced environment.
• Basic level knowledge of Microsoft Office tools: Excel, Word and Outlook.

Benefits

Medical (with Prescription drug coverage), dental, and vision plans
Health care and Dependent Care FSA (as applicable)
401(K) with company match
Paid Holiday, Vacation, Personal Time, and Wellness Day
Paid Sick Time
Life and Accidental Death & Dismemberment Insurance
Short and Long-term Disability Insurance
Critical Illness Insurance
Accident Insurance
Whole Life insurance
Commuter Benefits
Tuition Reimbursement
Employee Assistance Program
Adoption and Surrogacy Assistance