Customer Care Specialist I

Position Summary

Provides outstanding service to customers; resolves product or service problems; attracts new potential and increased activity from existing customers and maintains accurate customer data throughout the entire order process.

Hours: Monday – Wednesday and Fridays (Thursdays Off) along with Every Other Weekend, 3 pm – Midnight CST

Primary Objectives and Responsibilities

• Provides comprehensive corporate contact with customers by utilizing an in-depth product and company knowledge and customer familiarity to answer large amounts of incoming calls, acquire customer orders, and route orders to the appropriate service site.
• Maintains comprehensible records of all customer interactions in call center databases.
• Maintains accurate customer data by updating system information.
• Identify customers’ needs, clarify information, research issues, and provide accurate, satisfactory answers to customer queries and concerns.
• Follows call center scripts when handling different topics.
• Resolves product or service problems by utilizing developed procedures to clarify the customer's complaint; determine the cause of the problem; guiding customer through troubleshooting select and explain the best solution to solve the problem; expedite correction or adjustment; follow up to ensure resolution.
• General knowledge of all product and service lines offered and follows established processes to route requests to appropriate support specialist.
• Attracts new potential and increased activity from existing customers by identifying opportunities to cross sell additional products and services and presenting product opportunities to customers and routing service leads to Inside Sales specialists for follow up.

Qualifications

• High School Diploma or 2 years of equivalent experience required.
• Previous experience in a high-volume call center is preferred.
• Available to work weekends and holidays as needed.
• Ability to multi-task, set priorities and manage time effectively is preferred.
• Proven track record of new business generation resulting in increased revenue.
• Health care industry knowledge preferred.

Knowledge, Skills and Abilities

• Strong Communication Skills: Strong phone and verbal communication skills along with active listening.
• Business Savvy: Easily identifies reasons for problems and can find effective solutions. Has self-control, patience, and ability to make decisions under pressure.
• Product Knowledge: Solid knowledge of all products and solutions sold in their market, including competitive products; applies independent judgment to recommend products for a given customer's situation.
• Organization Skills: Practiced documentation skills and detailed oriented. Demonstrates reliability and flexibility. Ability to balance multiple priorities, objectives, and customer obligations in a fast-paced and ever-changing environment. Applies time management skills critical to success.
• Relationship Building and Influence: Builds strong relationships with customers, through frequent phone contact and strong product knowledge and advice. Uses customer-oriented telephone etiquette to gather information. Greets callers, establishes rapport, and projects a professional tone.
• Strategic Vision: Understands company's vision and mission linked to direct application of methods and plans to accomplish sales strategy. Implements strategy and may lead team members to accomplish objective.
• Computer skills: Entire MS Suite, Customer Relationship Management Software, order management systems.