Job Title: Customer Care Representative

Department: Customer Experience

FLSA Status: Non-Exempt (Full Time) 

Reports To: Customer Care Supervisor (CCS)

Position Summary

The Customer Care Representative (CCR) is expected to handle all front-office administrative activities& will be tasked with ensuring the highest levels of customer service are delivered in a courteous and timely manner.This position requiresa high level of organization,accuracy, and efficiency in executing and managing the administrative activities executed in the front office.This position will also require proactive cross functional partnership within internal departments to ensure that requests and inquiries are researched and routed based on established processes.The CCR works closely with the Customer Care Supervisor to ensure satisfactory service is delivered consistently to our customersand is proactive in finding ways to connect with the community.

Essential Job Functions

• Answering calls on an internet-based phone system and handling customer queries using up to 6 programs concurrently.

• Adhere to assigned schedule and perform all Customer Care duties and Front-Office Administrative duties as assigned.

• Provide first level support for customer complaints or issues with a mindset of first call resolution.

• Partner with internal cross functional departments to research all customer inquiries and carry out resolution plan.

• Discuss with direct supervisor, results of their daily, weekly, and monthly performance in an open minded and straightforward mindset.

• Accountable for satisfactory daily call answer rate and first call resolutions

• Comfort handling a hazardous chemical with proper training provided by state entities and company trainers.

• Ability to work remotely in cases of extreme inclement weather

COMPETENCIES

• Technically Savvy: Must be able to use up to 6 computer programs/platforms concurrently including but not limited to MS Office Suite (ESP Outlook, Teams, Excel, Word), Google Chrome, as well as internal CRM and Financial Systems. Must be able to follow standard troubleshooting procedures without oversight.

• Communication – must be able to effectively communicate with teammates, managers, and customers

• Interpersonal Skills – demonstrates the ability to understand relationship-orientated aspects of social effectiveness and to operate successfully in a variety of social exchanges. Is also able to use common de-escalation strategies to ensure a satisfactory outcome for each external and internal customer exchange.

• Teamwork – possesses the ability to work together toward a common vision in a professional and positive manner.

PERFORMANCE MEASUREMENTS

• Consistently adheres to established Call Center Metrics daily

• Independently performs tasks of a routine nature with minimal oversight

• Consistently delivers quality work during allotted timeframes

• Demonstrates exceptional organizational skills

• Understands and ensures compliance with regulatory and company policies and procedures

QUALIFICATIONS AND REQUIREMENTS

Education:

High School diploma, GED

Experience / Abilities:

• Minimum of 2 years’ experience with standard customer service and administrative duties or similar

• Effective communication skills and ability to interact with all employees and customers

• Ability to resolve customer inquiries while maintaining a professional and calm demeanor

• Ability to remain organized, calm, and focused on attention to detail in a fast-paced environment

• Proficient in Microsoft Office Suite or related software

• General high level of computer skills

• English, fluent proficiency, verbal and written. Knowledge of Spanish an advantage.

• Consistent and reliable transportation to and from your place of work.

TRAVEL AND HOURS

• This position is full-time, standard operating hours

• Minimal travel may be required with this position as part of support responsibilities including but not limited to bank and Post Office runs within a reasonable distance.

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.

• Employee is regularly required to talk and hear

• Employee frequently is required to stand, walk, use hands to finger, handle or feel and reach

• Employee is occasionally required to lift office products and supplies, up to 20 pounds