Consumer Care Specialist
Previous experience in a high-volume call center highly desired. Long term temp pos.
This position exists to provide our consumers and customers, sales and technical information by telephone or in writing.
" Develop and demonstrate a thorough knowledge of product line(s), policies and procedures.
" Demonstrate principles of successful consumer service by attending an initial training and continual or on-going training sessions. These sessions may involve areas such as; role playing, self-study, participating in an on-site certification program, and involvement in a call monitoring process.
" Able to perform one or more of the following tasks by telephone, email or in writing based upon a thorough knowledge of the product line(s) including; provide detailed product information, answer consumer and customer questions, take product orders, resolve complaints within departmental guidelines, assist with product-related tasks/activities, and/or collect survey information.
" Receive and respond to all customer inquiries and complaints in a timely manner.
" Document customer contacts and escalate issues to the Consumer Care Supervisor when required.
" Responsible for guiding complaint resolution to ensure that proper and satisfactory closure has been done.
" Report any and all out-of-line conditions affecting customer satisfaction.
" Listen to customer question or problem and provide answers courteously.
" Assist customer in "troubleshooting" with installation or maintenance assistance.
" Utilize a personal computer and other related software to accurately capture all call-related information and data in a timely manner.
High School Diploma or GED equivalent.
Three to five years experience in customer service troubleshooting routine and complex customer issues.
" Articulate, expressive communicator.
" Excellent oral and written communication skills, computer keyboard proficiency, ability to handle multiple tasks simultaneously, and the ability to function in a team environment.
" Must consistently demonstrate attention to detail.
" Strong working knowledge of MS Word, Excel, and Powerpoint.