Job Requisition

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Job Description

POSITION PURPOSE:

The role of the Customer Care Coordinator is to develop customer relationships to increase customer loyalty and interact with customers in an efficient and professional manner.

The Customer Care Coordinator is responsible for answering incoming calls from customers, answering inquiries and questions, handling complaints, troubleshooting problems and providing information that ultimately resolves the request. As this environment is fast paced, you must be able to work under pressure and accurately process a high volume of calls on a daily basis and follow up with the request until it is resolved.

You will be expected to provide the highest level of customer service in a friendly and helpful manner. This position requires an eye for detail and the ability to adapt to changing workloads and requests.

RESPONSIBILITIES:

• Inbound and outbound call management in efforts to satisfy the customer’s queries with the best knowledge & expertise
• Process orders in system
• Accurate and timely follow up for internal and external customers
• Ensure Customer Service levels are met or exceeded
• Identify, research, and resolve customer issues using the various methods
• Complete call logs and reports as needed
• Work in collaboration with internal and external customers to ensure appropriate standards are outlined and implemented
• May be required to perform miscellaneous tasks to provide additional support to the organization
• Proactively identify trends from customer contacts and review with manager

SKILLS:

• Strong Customer Service Skills
• Proven ability to work cooperatively as a member of a team as well as work independently to achieve goals and targets
• Ability to follow through on requests and successfully close issues
• Proven ability to maintain accurate and detailed records
• Excellent oral and written communication skills
• Demonstrated creative problem-solving skills
• Prepare special reports upon request
• Adhere to the Code of Business Ethics
• Conduct oneself with honesty and integrity above all else. Commit to the highest ethical standards

EDUCATION AND EXPERIENCE:

• Associates or Bachelor’s Degree preferred but not required .
• 1-3 years experience in Customer Service
• Knowledge of inbound/outbound call center processes
• Basic computer skills including Excel, Word, & Outlook
• CRM preferred but not required

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

This position works in a typical office environment, is generally sedentary, and uses computers, calculators, phones, and other office equipment. Work is conducted in a fast-paced, rapidly changing environment. Flexible Schedule with weekends and evenings rotation as needed. Overtime may be required.

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