Overview

Job Title: Customer Care Representative I

REMOTE OPPORTUNITY! *** must live within Dallas/Fort Worth Texas to be eligible.

Essential Function:
Employee holds the primary responsibility of answering inbound calls from customers and company associates and documents interactions when appropriate.

Primary Duties:

• First line of contact with customers and company associates via phone, inbound and outbound calls, answering questions, resolving issues and complaints, and making policy decisions always keeping customer satisfaction in mind as a priority.
• Updates customer records and electronically records interactions with customers.
• Works with Customer Care Rep II, III, Coach, Lead or Supervisor when necessary to resolve any customer situations outside the norm
• Escalates unresolved customer issues, complaints, or technical problems for investigation.

Knowledge, Skills and Abilities:

• High school diploma or GED.
• 1+ years experience in customer-related services.
• Minimum typing of 45 words per minute with 95% accuracy.
• Comprehensive spelling and grammar skills.
• Ability to use multiple systems while assisting a customer.
• Basic knowledge of computers and mobile devices.
• 10 key by touch.
• Knowledge of principles and processes for providing an excellent customer experience.
• Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays.

Competencies / Attributes:

• Excellent telephone etiquette.
• The ability to show empathy to all customers.
• Pleasant tone of voice.
• Positive demeanor.
• Ability to engage in active listening.
• Desire to actively look for ways to help customers.
• Excellent communication skills.
• Strong interpersonal skills.
• Basic trouble-shooting skills.
• Ability to learn and retain knowledge of product line, prices, and promotions.
• Attention to detail and accuracy.
• Solve a variety of customer issues based on the guidelines given.

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