This position provides outstanding customer service and support to both Inbound and Outbound interactions via phone, e-mail, letter and fax by using a consultative approach that reflects the culture and philosophies of the client. The hours of operation are Monday through Friday 8:00AM to 6:00PM and Saturday 8:00AM to 3:00PM.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Maintains a high level of quality through the delivery of exceptional customer service and support by providing customers with solutions and detailed product information
Handles professionally customer issues that appear to arise from the use of the product
Identifies accurately specific and necessary product through probing and reasoning.
Troubleshoots potential performance issues with home building materials/components.
Serves as company ambassador by ensuring influential customer satisfaction, goodwill and loyalty
Identifies potential sales opportunities with customer regarding their product needs, or upselling related products.
Captures accurately data in CRM and client systems
Participates actively in team meetings
Recommends to management improvements in product, service, and procedures
Identifies feedback for improvement of knowledge base tool and product R&D.
This job has no supervisory responsibilities.
To perform this job successfully an individual must possess the following qualifications:
Exceptional customer service skills
Ability to technical troubleshoot product issues
Strong problem solving ability
Ability to work in a fast paced and changing environment
High level of attention to detail and accuracy; proven organizational skills
Ability to problem solve and communicate effectively both written and verbal
Have strong listening skills
Ability to function in a team environment; and the proven ability to work independently while delivering results
Spanish and/or French Bilingual a plus
EDUCATION and/or EXPERIENCE
HS degree or equivalent (HSED or GED) required. Two years of customer service experience preferred. Experience within a call center environment preferred.
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology that includes: Intermediate Word and EXCEL, along with Client and Alta designated software. Also, individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
While performing the duties of this job, the employee is regularly required to sit for up to eight hours, and stand. Manual dexterity which allows the individual to use hands to type on a keyboard, use a mouse and write are required, as is the ability to talk, and hear The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The environment for which this position functions contains scents and fragrances related to product samples that are necessary to have on site in order to complete the essential job functions of this position or others positions within the same area. Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.
About Alta Resources
In 1982, CEO Jim Beré started the first teleservices company for consumer-packaged goods. Just five years...