Senior Customer Care Rep
The Senior Customer Care Representative will provide high quality customer service and sales to current and prospective client members through phone, mail, e-mail, and chat communications. This person will sell, place orders, analyze, and resolve all member issues in a timely and accurate fashion as well as enter member activity into internal and client systems. In addition, this position will serve as a subject matter expert and assist with escalated inquiries, team training, and provide various types management support during hours of operation.
•Handles customers by identifying their need and resolving their issue and selling additional products as requested by our client; must maintain exceptional quality during this interaction.
•Assists with monitoring, data accuracy and quality control of staff's customer interactions
•Handles escalated interactions from consumers as needed.
•Helps with scheduling and completion of job interviews.
•Presents and sells new products and services available to the customer while meeting or exceeding required sales goals.
•Monitors queue activity and acts as a resource for junior staff.
•Demonstrates product knowledge and resolves issues with a sense of urgency to provide excellent customer satisfaction.
•Follows up on contacts to ensure customer satisfaction Completes and audits reporting.
•Assists in completion of team training and job immersion for new employees.
•Identifies process improvement opportunities and recommend solutions.
•Completes closing responsibilities as directed.
•Demonstrates excellent verbal and written communication, computer accuracy, and data entry skills.
•Consults with other staff and consumers over the phone or via the web and processes information, requests, or comments in an efficient manner.
•Participates in internal meetings.
•Learns and utilizes client software and sells and/or services client products according to established performance guidelines.
•Utilizes technology to create and retain consumer data and records.
•Establishes and develops relationships with clients and co-workers.
•Ensures accuracy and consumer satisfaction.
•Assists with additional duties as assigned by team leader.
MINIMUM COMPETENCY REQUIREMENTS
Education:At least two years college required or completions of a vocational course preferably in customer care.
Work Experience:At least two years of call center or one year subject matter expert experience required.
•English proficiency required. Teams require varying levels of transactional and/or conversational English.
•Must be very customer focused with a high level of enthusiasm and a positive attitude.
•Excellent listening skills and problem solving ability.
•Have ability to work on a PC, accessing multiple software applications in a Windows environment.
•Excellent time management skill and keen attention to detail.
•Must possess strong written and verbal communication skills.
•Must possess the ability to learn and understand new software and other technology applications as introduced by Client and Alta Resources.
•Must also have the ability to work in a team environment and be a team player
Neenah, WI | Brea, CA | Fort Myers, FL | Pasig City, PH | Belize City, BZ | Mexico City, MX
- Pay Type Hourly
- Employment Indicator Probation
- Pasig City, 34th Floor, Wynsum Corporate Plaza, Pasig, National Capital Region, Philippines