Customer Service Specialist II - Professional Environment

Job Description

Job Description

The Opportunity: The Contract Customer Care Specialist is responsible for uncovering opportunities in our processes and offering expertise and advice in resolving customer concerns in an accurate and timely manner, identify processes that will create efficiencies in workflow that will increase customer satisfaction. This position will work cross functionally to effectively resolve any service-related issues, while balancing both the needs of the customer and the business. Additionally, you will support service recovery initiatives through three focus areas: research, service, and operations.

OFFERS HYBRID POSSIBILITIES AFTER TRAINING!

Job Duties:

• Research, analyze and resolve customer issues via multiple work queues (including Social Media sites) in a courteous and timely manner
• Analyze customer complaints and provide appropriate corrective actions
• Serve as an liaison between the customer support team, management, and the customer to improve customer service and business productivity
• Identify opportunities for improvement and work cross functionally to enhance business processes and the work environment
• Assist in the development, testing, and communication of operational policies and procedures
• Develop customer service programs and strategies to provide outstanding service
• Prepare documentation and reports on routine customer correspondence for future reference purposes
• Assist in training and mentoring peers on improving customer support service

Qualifications:

• High school diploma
• 3 - 5 years minimum experience in customer support/contact center or sales support
• Advanced level computer skills with basic Microsoft programs (Excel, Word, Outlook)
• Regular, consistent, and punctual attendance. Must be able to work variable schedule(s) and overtime as necessary
• Customer focused with the ability to work effectively and professionally with customers
• Resourceful and effective problem-solving skills with the ability to make decisions with strong attention to detail
• Strong verbal and written communications skills
• Ability to work independently in a high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers
• Team player with strong interpersonal skills possessing the ability to effectively work within the department and across the company
• Relationship management experience, preferred