Customer Care Agent (Temporary)

Title: Customer Care Agent

Reports To: Customer Care Manager

Summary: This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints. Note: This is a temporary, full-time Customer Care position with excellent potential for long-term or permanent placement based on business needs, performance, and organizational fit.

Essential Functions:

• Train, explain tasks, and assist in the solution of customer problems.
• Answer incoming phone calls, faxes, emails and respond to customer requests.
• Identify and assess customers needs to achieve satisfaction.
• Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Go the extra mile to engage customers.
• Key in new box information for all accounts.
• Data entry includes making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
• Responsible for creating SARs, Access sheets, routing paperwork reviewing and processing for drivers and admins.
• Will work on projects such as indexing, data entry as asked by the Operations Manager or as needs arise.

Competencies:

• Ability to work on a team including with the Customer Service Manager and Operations Manager to ensure proper customer service is being delivered.
• Must have excellent computer and systems knowledge, experience with bar code scanners and readers.
• Must be able to work with office personnel, sales & development representatives, records center personnel, and management.
• Ability to work with external customers, potential customers, vendors, and suppliers.
• Able to retain knowledge of services lines, prices, and delivery times.
• Ability to multi-task, prioritize and manage time effectively.
• Flexible, spontaneous, and able to deal with the unexpected.

Work Environment: Must be able to tolerate heat in the summer and cold in the winter.

Physical Demands: While performing the duties of this job, the employee is regularly required to stand and walk. The employee is occasionally required to sit, climb/balance, stoop, kneel, or crouch. Must be able to reach, handle, carry, and lift between 10 lbs. and up to 25 lbs. While performing job duties, the employee is regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.

Education and Eligibility Requirements:

• Five (5) years experience in related positions of call services, customer care, collections related positions.
• Excellent spoken and written knowledge and ability in standard English and grammar.
• Pleasant and professional telephone voice/manner.
• Ability to operate simple office equipment sufficiently to perform the job.
• Typing skills (preferably 45-55 wpm) with 95 100% accuracy.

Other duties: This job description does not cover or contain a complete or comprehensive list of responsibilities, duties, or expected activities required of the applicant for this position. Activities, duties, and responsibilities may change at any time with or without notice.

Note: This is a temporary, full-time Customer Care position with excellent potential for long-term or permanent placement based on business needs, performance, and organizational fit.