Description

Position Summary:

The primary duty of a Customer Care Representative is to assist MacKenzie-Childs customers with placing new orders or helping with existing orders. In addition, a representative will assist in troubleshooting to resolve complaints, errors, account questions, cancellations or other issues that may arise via telephone or email.

Essential Job Duties and Responsibilities: (Additional duties may be assigned)

45% Answering incoming phone calls from customers promptly and warmly. Assist customers in placing new orders or helping a customer with an existing order. Troubleshoot through issues in order to devise a fair resolution for both the customer and the Company.

45% Read and respond to customer emails promptly and with proper etiquette.

10% Review follow-ups in order to close any open customer cases.

Supervisory Responsibilities:

This position does not have any supervisory duties.

Education and Experience:

• High School Diploma or GED
• One year of Customer Service hands-on experience desired

Location: Onsite required in Auburn, NY

Knowledge, Skills, and Abilities:

• Must have strong interpersonal and communication skills
• Self-motivation, action-oriented, as well as a team player
• Attention to detail

Equipment Used:

Computer, printer, telephone, photocopier, scanner and calculator

Computer Software: Outlook, Word and Excel

Physical and Mental Requirements:

• Ability to sit, stand, walk, talk, hear, reach, push, pull, lift, crouch, kneel, bend, climb stairs, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists.

• Exerts up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer terminal, and/or extensive reading.

• Must work for prolong periods of time utilizing a computer keyboard and screen.

Environmental Conditions:

Work is performed in a typical office environment with occasional exposure to falling when climbing ladder.

Qualifications

Education and Experience:

• High School Diploma or GED
• One year of Customer Service hands-on experience desired

Special Requirements:

• Driver’s License desired

Location: Onsite required in Auburn, NY

Knowledge, Skills, and Abilities:

• Must have strong interpersonal and communication skills
• Self-motivation, action-oriented, as well as a team player
• Attention to detail

Equipment Used:

• Computer, printer, telephone, photocopier, scanner and calculator
• Computer Software: Outlook, Word and Excel

Physical and Mental Requirements:

• Ability to sit, stand, walk, talk, hear, reach, push, pull, lift, crouch, kneel, bend, climb stairs, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists.
• Exerts up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer terminal, and/or extensive reading.
• Must work for prolong periods of time utilizing a computer keyboard and screen.

Environmental Conditions:

Work is performed in a typical office environment with occasional exposure to falling when climbing ladder

MacKenzie-Childs is an EEO Employer