What are the responsibilities and job description for the Customer Care Representative position at BK Technologies Inc?
Description
Position Summary:
The Customer Care Representative is the main point of communication for issue resolution for BK Customers. The Customer Care Representative must have basic knowledge of radios and be able to answer questions from the customers or direct the customers to appropriate department for assistance.
Duties and Responsibilities:
Act as the main communication point of contact between BK Technologies' customers and the Service Department as well as forward any issues to other departments.
Help to resolve customer complaints or answer customer's questions.
Maintain cases in designated CRM (Salesforce) & ERP (Epicor) tools for all customer care activities.
Conduct follow-up activities directly with the customer to identify issues and opportunities for improvement.
Reach out to customers to provide sales order status and gather additional details to ensure timely, accurate order fulfillment.
Identify trends and common issues common among customers. Identify root cause.
Report and summarize cases weekly and monthly.
All duties as assigned by Supervisor
Requirements
Knowledge & Skills:
Strong MS Excel, MS Word, Power Point, Outlook, skills required
Exceptional verbal and written English communication skills
Good analytical skills
Very detail-oriented, accurate and organized
Ability to work under pressure and meet deadlines
Able to work independently and as part of a team
Confidentiality and time management
Qualifications:
Education: High school diploma or equivalent
2 years of experience in Customer Service with phone and data entry usage
2 years computer and MS Excel experience
Typing words per minute: 40 or higher
Working Conditions & Physical Demands:
Work typically takes place in a normal office environment requiring: sitting, walking, lifting, kneeling, crouching, reaching, handling, talking, hearing, and seeing
Operate a PC and other office equipment
Travel between floors and office buildings may be required
Environmental conditions: noise, vibration, oils, solvents, chemicals
BK Technologies Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, color, religious creed, national origin, age, sexual orientation, gender identity, physical or mental disability, and/or protected veteran status.
The Equal Opportunity Clause of 41 CFR 60-1.4 and the affirmative action clauses of 41 CFR 60-741.4 are hereby incorporated by reference as though fully set out herein.
This contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a).