Customer Service Agent

PURPOSE/OVERVIEW
The Customer Care Coordinator (CCC) plays a key role in delivering seamless, end‐to‐end support to both internal and external customers, ensuring every interaction reflects ProDriven's commitment to exceptional service. CSCs build meaningful customer relationships and represent the organization with professionalism, using strong communication, problem‐solving skills, and a customer‐first mindset to create positive experiences.

Our Customer Care Team members work in small, specialized groups focused on core service areas. We provide comprehensive training to support continuous skill development, encourage cross‐team collaboration, and promote opportunities for internal career growth.

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

Working under Direct supervision,
Provide high‐quality support to customers by responding to inquiries, requests, and issues in a timely, professional, and solution-focused manner.
Use effective communication and problem‐solving skills to address customer questions, technical concerns, and account‐related needs through various channels.
Enhance customer experience by identifying appropriate solutions and aiming for efficient, accurate resolution.
Manage and resolve customer concerns with empathy and professionalism, escalating issues in alignment with established guidelines when needed.
Investigate and correct account or service‐related discrepancies, ensuring accurate information and continuity of service.
Proactively communicate with customers regarding updates, next steps, and actions required to support order or service fulfillment.
Support processes related to customer orders, returns, credits, and other transactional activities as assigned.
Oversee and coordinate day‐to‐day fulfillment or service workflows, addressing exceptions and ensuring smooth execution of assigned tasks.
Review system‐generated reports or alerts and take appropriate action to understand, communicate, or resolve service or order status updates.
Adhere to established procedures while maintaining accurate and thorough documentation of customer interactions and case activity.
Performs other duties as assigned within the scope of responsibilities and requirements of the job
Performs Essential Job Functions and Duties with or without reasonable accommodation

All Customer Care team members:
Own the customer experience by prioritizing customer needs and creating promoters of our products and services.
Understand and adhere to corporate and departmental policies and procedures.
Set clear expectations through accurate information and transparent communication.
Educate customers on self-service tools and resources.
Actively participate in required training programs.
Identify and communicate opportunities for process and system improvements.
Maintain regular, consistent, and punctual attendance.
Win as a team by collaborating, sharing ideas, and contributing to continuous improvement.

QUALIFICATIONS

Education, Licenses, and Certifications
Associate's degree in business administration or related field preferred or equivalent work experience required

Years of Experience and Knowledge
1 ~ 3 years of Direct customer service experience required

Skills and Abilities
Intermediate level Microsoft Outlook, Word, PowerPoint skills
Excellent interpersonal, written, and verbal communication skills.
Strong phone communication skills, including maintaining a professional and personable demeanor while quickly establishing rapport and fostering positive customer interactions.

Travel Requirements
0% ~ 10% travel domestically required