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Alta Resources is Hiring!
Summary
The Multi-Channel Customer Care Representative position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients.
This position primarily responds to customer inquiries and addresses questions via inbound and / or outbound phone calls, email, chat, social media, letter and fax.
Additional duties may include updating reports, assisting in the final testing of new surveys and processes, and some data analysis.
This role is responsible to facilitate, analyze, and resolve any customer issues, provide product support and / or investigate questions or follow up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty.
Essential Duties & Responsibility
Other duties may be assigned.
Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong written and verbal communication skills.
Passionate about delighting consumers : Brings caring to life in exceptional one-on-one interactions.
Always welcoming, genuine and reliable in building relationships, even when multi-tasking. Clever, humorous and direct, in sync with the Gillette persona.
Always acts with a do the right thing mindset.
May identify potential sales opportunities with customers regarding their product needs, or up selling related products.
Ability to influence outcomes : Overcome objections, promote subscription benefits, encourage / enable new sign-ups.
Handles escalated (sensitive, urgent and particularly unusual) emails or letter by following established guidelines and procedures or exception to these under direction of Alta's guidelines and client procedures.
Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and / or detailed product information with a sense of urgency while using a positive and empathic approach at all times.
Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed.
Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis.
Provides back up support to other teams as needed.
Leadership Responsibilities
Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of the Six Sigma methodologies.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to build relationships while adapting communication style to the individual and situation.
Strong retention skills with the ability to follow a process flow and / or script as needed.
Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision.
Strong organization and time management skills. Ability to remain focused and productive with tasks that may be repetitive.
Strong attention to detail and accuracy.
Solid analytical and logical decision making as well as troubleshooting skills with the ability to problem solve in a timely and effective manner.
Uses consultative approach to enhance the customer’s relationship with the brand. Exercises good judgment. Takes ownership of issues or questions and will escalate problems to the appropriate person and follow up accordingly to the customer.
Knows when to involve supervisors.
Must be willing to assist and coach teammates and build strong relationships to achieve company and department goals.
EDUCATION and / or EXPERIENCE
High school diploma or equivalent (GED, HSED) required. Bachelor's degree, preferably in Communications or English, is desired.
Five years’ previous work experience in customer service, sales, training, or member retention required. Post-secondary education in business or a related field will be considered in lieu of experience.
Handling escalated / difficult / sensitive customer issues in a diversified, complex environment is desired. Sales, training, or member retention experience is a plus.
Industry experience or any other service related industry experience is highly desired.
Beginner to Intermediate knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook is required.
Keying data entry efficiently and accurately with proficiency in typing / keyboard is required.
Prior experience of engaging and interacting with millennials / youth.
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology that includes, but is not limited to : Beginner to Intermediate Word, Excel, PowerPoint, and Microsoft Outlook.
Must be able to effectively and efficiently utilize multiple Internet search windows. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.
LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Consultative speaking patterns able to listen for clues and cues and present resolutions to the customer based on this listening.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to anticipate future customer concerns on a 360-degree basis to the brand.
Ability to consultatively present full brand solution set to the customer.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.
Authorization & Endorsements
Neenah, WI Brea, CA Fort Myers, FL Pasig City, PH Belize City, BZ Mexico City, MX
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Last updated : 2024-05-18
Full Time
Business Services
$50k-65k (estimate)
05/19/2024
08/14/2024
altaresources.com
BREA, CA
500 - 1,000
1995
Private
JIM MAGUIRE
$50M - $200M
Business Services
Alta Resources is a provider of business-process-outsourcing services including consumer care, sales, e-commerce and order fulfillment for businesses.