Customer Care Representative

Responsibilities

• Respond to incoming calls from existing residential and commercial clients with a goal of providing world-class customer service, diagnosing customer needs and concerns.
• Handle difficult customer calls in a courteous and professional manner.
• Correctly enter information into our Customer Relationship Management (CRM) system according to the customer's needs and/or concerns.
• Communicate company policies and provide creative approaches to resolve customer issues such as billing errors or service opportunities.
• Display exceptional decision-making and problem-solving capabilities to take immediate action on all calls.
• Provide support for outbound contact campaigns as required.
• Achieve monthly sales/product education goals by making recommendations from our healthy hydration portfolio.
• Use negotiation skills to provide alternative approaches to resolve customer issues and take immediate action to retain customers.
• Deliver important efficiency and experience contact center metrics including but not limited to contact handling time, customer experience surveys, and schedule adherence.

Qualifications

• High school diploma or GED.
• Minimum of 1-year previous customer service and/or call center experience.
• Ability to thrive in a fast-paced environment.
• Ability to display business maturity at all times and work efficiently without on-site supervision.
• Ability to remain in a stationary position for extended periods of time, including working at a desk and using a computer.
• Ability to operate a computer and other office equipment, including keyboard, telephone, and headset.
• Ability to communicate clearly and effectively, in person and over the phone, including the ability to exchange accurate information.
• Ability to review and comprehend written and digital materials for extended periods.

Technical Qualifications And Requirements

• Space in your place of residence suitable for the installation of a Home Agent workstation.
• Work environment must be free from distractions, including any background noise that impacts the customer experience.
• The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information.
• Prior experience with setting up and troubleshooting remote workstations (i.e. computer, phone, modem, router, etc.) preferred.
• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
• You may not use satellite internet providers.
• Your device must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection.
• Must be able to certify compliance with requirements regarding internet speed and connection.