Customer Care Representative III

About the role

We bring first-class service across each market we support. As a Customer Care Representative III in Melbourne Florida, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

Responsibilities

• Processes and answers/resolves customer inquiries, concerns or technical questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority, speed, and accuracy to ensure service level metrics are achieved and excellent service is provided.
• Communicates professional, grammatically correct verbal and written responses to customer inquiries and concerns; educates the customer on client products and services.
• Understands and uses technology, scripts, and product knowledge. Actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner.
• Handles difficult customer issues and avoids escalation whenever possible in a positive and professional manner.
• Maintains exceptional product knowledge as it relates to technical support. Remains knowledgeable of product and service offerings, current industry products and technologies.
• Supports the operations through business processes and practices designed to support employee retention, productivity, profitability, and consumer satisfaction.

Requirements

• High School Diploma or equivalent
• 6 months’ Customer Service experience required
• Previous experience supporting customers through phone preferred
• Experience or interest in working with technology is preferred
• Strong problem solving, troubleshooting experience, resolving technical problems from start to finish
• Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization
• Experience working in the automotive or wireless telecommunications industry is an asset
• Strong customer service skills
• Ability to type and speak at the same time
• Adaptability and flexibility to work within different channels within the program as needed
• Strong computer skills, internet savvy, and experience using CRM software
• Highly organized, detail oriented, and able to thrive in a fast paced, changing environment

Qualifications

• High School Diploma or equivalent
• 6 months’ Customer Service experience required
• Previous experience supporting customers through phone preferred
• Experience or interest in working with technology is preferred
• Strong problem solving, troubleshooting experience, resolving technical problems from start to finish
• Exceptional oral and written communication skills, portraying a high degree of professionalism with customers and all levels of the organization
• Experience working in the automotive or wireless telecommunications industry is an asset
• Strong customer service skills
• Ability to type and speak at the same time
• Adaptability and flexibility to work within different channels within the program as needed
• Strong computer skills, internet savvy, and experience using CRM software
• Highly organized, detail oriented, and able to thrive in a fast paced, changing environment

Skills

• Customer Service
• Technical Support
• Problem Solving
• Communication
• Adaptability
• Computer Skills

Benefits

• Health/Dental/Vision/Life Insurance
• Flexible Spending Account (FSA) and Health Savings Account (HSA)
• 401(k)
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)

Pay

$15.00 per hour

Schedule

Monday-Friday: 8:30AM-5:30PM