Customer Care Representative 2013 - Rapid City, SD
NEW Customer Service Companies - Rapid City, SD

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The Customer Care Representative (CCR) is responsible for supporting the mission of NEW by providing comprehensive customer service through troubleshooting customers' programming and/or equipment issues, answering customer questions, resolving issues in relation to claims, warranties, servicing products, accurately determining entitlement, and setting up service options. Demonstrates world class customer relations and achieve a high level of quality results in a timely and efficient manner.
Job Duties:
  • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and accurately.
  • Delivering world class customer service by communicating with energy and personal confidence.
  • Technical troubleshooting and gathering information from customers to identify root causes of customer problems and/or dissatisfaction. Determining appropriate courses of action to ensure the result is a win-win and documents the interaction through contact tracking.
  • Providing accurate product information and serving as a knowledgeable resource for the customer.
  • Meeting or exceeding monthly performance objectives including call quality, attendance and punctuality, adherence and call handle time.
  • Balance the needs of the end user customer while balancing the needs of the internal business requirements for productivity and performance.
  • Minimum 6+ months of recent customer service, retail, or call center experience required.
  • High level of PC knowledge including familiarity with a Windows XP environment.
  • Excellent interpersonal, organizational and communication skills (both verbal and written) required.
  • Strong listening skills, professional telephone manner and ability to deal tactfully and effectively with customers in a fast paced customer focused call center.
  • Ability to get along with others, accept constructive feedback and exhibit a positive attitude.
  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Ability to work effectively in a team environment.
  • Strong decision making and analytical abilities.
  • Ability to work in a fast paced, production environment.
  • High school diploma or GED required.
  • Must be able to type a minimum of 30 wpm.
  • Must be flexible to work shifts as required (evenings, weekends, and holidays).
  • Must be able to pass a background check.
  • Must be able to attend all scheduled training classes during the 4-6 week training period.
Desired Skills:
  • PC and technical troubleshooting experience a plus
  • A+ certification a plus

Job Customer Service
Primary Location US-SD-Rapid City

Organization Brick and Mortar Contact Centers
Schedule Full-time

Job Posting
Unposting Date

About this company
6 reviews
With an uncompromising commitment to outstanding customer care, NEW has been the industry’s leading provider of extended service plans...