Customer Care Associate II (USABlueBook) - Waukegan, IL

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. Works in a hybrid schedule (Onsite M-Th, Remote F).

Responsibilities

• Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
• 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.
• Solves customer issues including issuance of credit concessions.
• Utilizes in-depth product knowledge to answer more specialized product calls.
• 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.

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.

Pay

CA, CO, CT, D.C., HI, IL, MA, MD, MN, NJ, NV, NY, OH, RI, VT and WA law requires the posting of the potential salary range for advertised jobs. Individual base pay is determined based on a variety of elements including market data, experience, skills, internal equity and other factors.

Schedule

Hybrid (Onsite M-Th, Remote F).