Customer Care Representative

Customer Care Representative

Job Title: Customer Care Representative

Department: Customer Care

Reports To: Customer Care Manager

Summary

Provide exceptional customer service, technical support, and troubleshooting via telephone and email.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

· Provide quality telephone and email support with a high degree of customer service, technical expertise and timeliness.

· Maintain current knowledge of all product offerings and technical support procedures in order to provide accurate solutions to customers.

· Accurately document customer information and a detailed problem/issue description of all support calls/emails in a call tracking system.

· Proactively maintain communications with callers throughout the analysis and resolution process.

· Demonstrate experience in problem resolution and technical problem identification.

· Resolves customer problems, disputes and complaints in an efficient, professional manner and according to company policy.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Achievement Focus - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; recognizes and acts on opportunities; takes calculated risks to accomplish goals.

Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High School Diploma; or one to two years related experience and/or training; or equivalent combination of education and experience.

Language Skills

· Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

· Ability to write routine reports and correspondence.

· Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

· Ability to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals.

· Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

· Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

· Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Internet, Spreadsheet and Word Processing software.

Certificates, Licenses, Registrations: None.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.