The Customer Care Representative is responsible for providing world-class service; explaining the company’s product offering, recommending product, entering orders, and resolving internal and external customer problems and complaints via the phone, fax, or email.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Order entry
- Process orders and returns which are received by phone, fax and mail
- Exercise discretion and independent judgement to resolve customer service issues
- Record notes on customer interactions in the CRM
- Act as customer advocate by notifying supervisor, and/or appropriate departments of service or product issues
- Conduct outbound call campaigns, as assigned
- Build and maintain solid customer relationships by providing world-class customer support via email and telephone
- Respond to customer questions and concerns with speed and professionalism
- Answer technical questions to assist customers in selecting the correct product
- Promote sales by suggesting additional merchandise
- Promote monthly specials or product-promotions and upsell based on customer needs
- Maintain and promote customer satisfaction and rapport by researching and resolving customer problems, issues, and complaints
- Partner with the sales team to meet and exceed customer’s service expectations
- Work collaboratively to build and maintain productive working relationships across departments to make sure customer needs are met and inquiries are resolved
REQUIRED EDUCATION/EXPERIENCE/PROFICIENCIES
- 1-2 years of experience in a call center environment
- Exceptional customer service skills
- Highly dependable
- Strong communication skills, both written and verbal
- Demonstrable data entry skills
- Working knowledge of Microsoft Office including Word, Excel and Outlook
- Ability to work in a fast-paced, evolving business environment and meet deadlines
PREFERRED EDUCATION/EXPERIENCE/PROFICIENCIES
- Basic knowledge of pond industry a plus but not required, we will train
- Previous experience with Sales Force CRM
Job Type: Full-time
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Weekly day range:
Work setting:
Experience:
- Call Center: 1 year (Required)
Ability to Relocate:
- Saint Charles, IL: Relocate before starting work (Required)
Work Location: In person