Description

As a Customer Care Associate, you will play a crucial role in ensuring customer satisfaction by providing exceptional service and support. Your responsibilities will include addressing customer inquiries, resolving issues, and fostering positive relationships. You will be the primary point of contact between the company and its customers, contributing to overall customer loyalty and retention.

Key Responsibilities:

Customer Interaction:

• Respond to customer inquiries promptly and professionally via phone, email, chat, or other communication channels.
• Provide information about products, services, and company policies.

Issue Resolution:

• Investigate and resolve customer concerns, complaints, or issues in a timely and efficient manner.
• Collaborate with other departments to address complex problems and ensure resolution.

Product Knowledge:

• Develop a comprehensive understanding of the company's products or services to effectively assist customers.
• Stay updated on product features, specifications, and troubleshooting processes.

Order Processing:

• Assist customers with order placement, tracking, and modifications.
• Work closely with the sales and fulfillment teams to ensure accurate and timely order processing.

Feedback Collection:

• Gather customer feedback to identify areas for improvement and report insights to the appropriate teams.
• Provide feedback to the product development team based on customer suggestions and concerns.

Documentation:

• Maintain accurate and detailed records of customer interactions, including the nature of the inquiry and the resolution provided.
• Use CRM software to update customer information and track service requests.

Proactive Communication:

• Proactively communicate with customers about order status, product updates, and relevant promotions.
• Keep customers informed about any delays or issues that may affect their experience.

Customer Education:

• Educate customers on the use and maintenance of products.
• Provide clear and concise instructions for troubleshooting common issues.

Cross-functional Collaboration:

• Collaborate with other departments, including sales, marketing, and product development, to address customer needs and improve overall customer experience.

Quality Assurance:

• Ensure that customer interactions adhere to company policies and service standards.
• Participate in ongoing training to stay informed about updates and changes in products or services.

Requirements

Qualifications:

• Strong verbal and written communication skills.
• Empathy and patience when dealing with customer inquiries and concerns.
• Problem-solving and critical-thinking skills.
• Ability to work effectively in a fast-paced environment.
• Familiarity with CRM systems and customer support tools is a plus.
• Bilingual (English, Spanish)

Work Location: 

In-Office, Houston, TX

Education:

• A high school diploma is required; additional education or relevant certifications are a plus.

Note: This job description is a general outline of the duties and responsibilities of the Inside Sales Rep role and may be subject to change based on the needs of the organization.

EEO STATEMENT

Sharps Medical Waste Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.