Customer Care Associate II (USABlueBook) - Waukegan, IL
About the Role
Provide 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.
- Builds 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.
- Resolves customer issues including issuance of credit concessions.
- Utilizes 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. Deviations from the norm are cleared by the supervisor.
- Understands and supports compliance issues if required for assigned customer base.
Qualifications
- Must be eighteen years of age
- Must pass the Drug Test
- Must pass the Background Check
- Must pass pre-employment tests if applicable
- HS Diploma or GED, strongly preferred. Specialized skills training/certification may be required.
- Generally 2 - 5 years of experience in area of responsibility.
Preferred 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.
Pay & Benefits
Pay Range $19.62-$23.65 Hourly
Benefits for permanent full-time associates include: 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.
Work Environment
- Hybrid (Onsite M-Th, Remote F). Need to be within driving distance of Waukegan.
- Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- No travel required.