About this role
SUMMARY The Customer Care Representative (CCR) is responsible for providing effective customer service for all internal and external customers by using the necessary scripts, FAQs (Frequently Asked Questions) and other resources necessary to provide accurate information. Responsibilities include listening to calls, researching the FAQs to ensure that accurate information is being delivered, write feedback and correspond through email. Additionally, effective communication with supervisors, team members, and project managers when necessary is a must.
COMPLEXITY As the first interaction with our clients and sets the perception for the project. Their adherence to the guidelines is crucial. Customer care representatives may troubleshoot issues, provide information, and make decisions that involve escalating calls. This may include contacting the appropriate parties to intervene if needed. This role is also responsible for communicating any concerns or ideas for enhancing the overall departmental procedures to their direct supervisor and/or contact center management.
ABILITIES/KEY COMPETENCIES/SKILLS • Proficient in the use of computers and telephones • Strong oral and written communication skills • Strong attention to detail • Ability to navigate websites and applications quickly and effectively • Strong decision-making skills • Strong data entry skills • Ability to be open to constructive feedback and areas of opportunity
EXPERIENCE/CERTIFICATES/EDUCATION • High school diploma or equivalent is required • Secondary education preferred • Two years of customer service, customer care or applicable experience is preferred. · Call center experience in an inbound and/or outbound capacity. · Ability to Analyze written and recorded communication · Have the ability to receive, articulate, write and deliver constructive feedback. · Have the ability to multitask. · Desire to be in an environment where continuous learning is the norm.
All your information will be kept confidential according to EEO guidelines.