Customer Care Agent

Position Overview

This Customer Care Agent is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.

Key Responsibilities

• Train, explain tasks, and assist in the solution of customer problems.
• Answer incoming phone calls, faxes, emails and respond to customer requests.
• Identify and assess customer’s needs to achieve satisfaction.
• Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Go the extra mile to engage customers.
• Key in new box information for all accounts.
• Data entry including computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
• Take paperwork from the “ready to be filed tray” and place it in each customer’s folder.
• At the end of each month, store the previous month’s files in VRC boxes.
• Work on special projects as required by the Customer Service Manager or Director of Operations or as needs arise.

Required Qualifications

• Ability to work on a team including with the Customer Service Manager and Director of Operations to ensure proper customer service is being delivered.
• Must have some computer knowledge.
• Must be able to work with internal office personnel, sales & development representatives, records center personnel, and management.
• Ability to work with external customers, potential customers, vendors, and suppliers.
• Able to retain knowledge of service lines, prices, and delivery times.
• Ability to multi-task, prioritize and manage time effectively.
• Flexible, spontaneous, and able to deal with the unexpected.
• Experience Required: One (1) years’ experience.
• Knowledge and ability - English and grammar.
• Pleasant telephone voice/manner.
• Ability to operate simple office equipment sufficiently to perform the job.
• Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy.
• Must have proven customer support experience.
• Must know 10-key by touch.