Customer Care Representative

Primary role is to manage inbound calls and emails providing support to Account Managers and Customers based on an assigned geographic area. The Customer Care Representative works with cross-functional groups to ensure repair orders are processed accurately and timely, and resolves customer inquiries related to repair order transactions. This is a hybrid position after a 60-day on-site training period; the team meets in the Birmingham office on Tuesdays and Wednesdays.

Responsibilities

• Professionally handle incoming requests from customers, including service request creation and credit card processing, ensuring prompt and thorough resolution
• Accurately and efficiently record customer purchase order data into Oracle; orders are received via phone, fax, or email
• Email repair order estimates per customer request and perform order management review ensuring all estimates are emailed per department guidelines
• Process repair estimate approvals/rejections to the appropriate repair facility
• Confirm order sell price is in compliance with GPO contract price
• Investigate status checks, proof of delivery, and invoice inquiries providing customers with up-to-date information
• Facilitate cross-functional communications to ensure proper account setup and orders are shipped to meet customer requirements
• Utilize available resources to update or increase knowledge on products, systems, procedures, and corporate initiatives
• Research and document customer complaints into quality system ensuring all relevant facts and data are captured; escalate issues based on severity
• Manage calls and emails via multiple queues
• Other duties as assigned

Requirements

• High school diploma
• 3+ years of business experience

Qualifications

• Bachelor’s degree preferred
• 1+ years of business experience with direct contact with customers and sales preferred
• Strong decision-making skills; understands how decisions impact the customer and the company
• Strong analytical and problem-solving capabilities
• High level of professionalism and integrity
• Excellent communication skills – written, verbal, and presentation
• Ability to handle multiple demands from many people and prioritize effectively
• Ability to maintain composure under pressure and demonstrate a “can do” attitude
• Able to work well within a team
• Self-starter

Benefits

• Market competitive pay
• Extensive paid time off and 9 added holidays
• Healthcare, dental, and vision benefits
• Long/short term disability coverage
• 401(k) with company match
• Maternity and parental leave
• Additional add-on benefits/discounts (e.g., pet insurance)
• Tuition reimbursement and continued education programs
• Opportunities for advancement in a stable long-term career

Pay

Salary for this opportunity is $45,000.00. This position is eligible for bonus participation. Minimum pay rates offered will comply with county/city minimums, if higher than range listed. Pay rates are based on factors including local labor market costs, years of relevant experience, education, professional certifications, and foreign language fluency.

Schedule

Hybrid position after a 60-day on-site training period. Team meets in the Birmingham office on Tuesdays and Wednesdays.