Customer Care Specialist
*Direct Hire Opportunity!*
*Potential to be remote after 30 days onsite!*
Position Summary
The Customer Care Specialist is an enthusiastic and accountable individual, who
displays a consistent professional attitude while continuously offering excellent
customer service. Incumbent will interact with customers by all forms of
communication (e.g., telephone, email, chat). The successful candidate for this
role will have a strong command of the company’s core values and customer
service requirements and policies. It is an essential function of the position to
process orders with accuracy and efficiency. Must be able to present to
customers product/service information, answer questions, follow up to ensure
great care, and resolve customer issues in a timely manner to ensure all
customers are satisfied.
Essential Functions and Duties
• Deliver WOW! Customer Service during every customer interaction; while
incorporating all requirements, including the 8 commandments of “WOW”
Customer Service.
• Consistently display a positive and professional attitude with customers
and all levels of employees.
• Maintain commitments and deadlines.
• Utilizes time and resources effectively and efficiently including compliance
with unavailable codes.
• Maintain monthly department minimum order accuracy percentage of
99.80%.
• Maintain the department minimum requirements for all interactions
handled (e.g., calls, orders, emails)
• Proven attendance record.
• Proficient in SAP, Salesforce, and FedEx tracking.
• Ability to manage and navigate call center software.
• On skill queues for: Flu, Customer Service, and Sales (includes calls, voice
mail, email, chat) with the ability to answer customer inquiries and
requests, placing orders, checking product availability, pricing, resolving
issues, and account status.
• Ability to process department orders and respond to customer emails
through all channels within 1 hour of receipt.
• Ability to respond to all customer chat communications promptly.
• Proficient in department SOPs as it relates to job duties.
• Essential/additional SOP knowledge and responsibilities as assigned by
management as needed.
• Represent the Company in a professional manner and appearance at all
times.
• Understand and internalize the Company’s purpose, display loyalty to the
Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on
the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and
others by sharing ideas in a constructive and positive manner; listen to
and objectively consider ideas and suggestions from others; keep
commitments; keep others informed of work progress, timetables, and
issues; address problems and issues constructively to find mutually
acceptable and practical business solutions; address others by name, title,
or other respectful identifier, and respect the diversity of our work force in
actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness
Prevention Program by always working in a safe manner and immediately
reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and
procedures when engaging in any activity on behalf of the company.
Immediately report any concerns or violations.
• Other duties as assigned.
Education, Knowledge, Skills and Experience
Required Education:
• High school diploma or equivalent
Required Knowledge:
• General computer knowledge, including Microsoft Outlook.
Required Experience:
• Minimum two (2) years’ experience in a customer service environment,
preferably a call center.
• Proven experience providing “above and beyond” customer service.
• Experienced in order entry, research, service/product suggestions, and
problem-solving.
Required Skills:
• Must have strong organizational skills
• Must have a detail orientation and the proven ability to prioritize work
• Must have effective verbal and written communication skills
• Must have the ability to work with limited supervision and as part of a
team
• Sound decision-making abilities
• Time management
• Problem resolution
• Ability to listen and objectively consider ideas and suggestions from others.
• Ability to work remotely under minimum supervision, and as part of a team.
Mental Demands
Learning, thinking, concentration, and the ability to work under pressure,
particularly during busy times. Must possess high attention to detail and be able
to work as a member of a team to ensure excellent customer service. Must have
the ability to interact effectively with co-workers and customers, and exercise
self-control and diplomacy in customer and employee relations situations. Must
have the ability to exercise discretion as well as appropriate judgments when
necessary. Must be proactive in finding solutions.
Schedule: Monday-Friday 8am-5pm
Pay: $19/hour *With potential $500 bonus after 90 days and after 6 month mark!*
