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Customer Care Advisor

4 months ago

Mechanicsburg, Pennsylvania, United States DHC USA, Inc. Full time

Summary:


The Customer Care Advisor is responsible for assisting customers with telephone, web, and mail orders while ensuring customer satisfaction and maintaining a positive image for the Company.

This individual is expected to continuously grow their knowledge of all DHC products, pricing and information related to servicing customers.

Maintaining a professional attitude and flexibility for change is essential.

Essential Duties and Responsibilities, other duties may be assigned.

  • Assisting customers with telephone and web orders as well as customer service calls, emails and chats while ensuring customer satisfaction and maintaining a positive image for the Company.
  • Service customers via telephone, web orders, email and chat.
  • Processes orders (mail, phone, fax, and web).
  • Assist with mail-in order preparation.
  • Takes customer service calls, including orders and catalog requests, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
  • Responds to order problems arising after order receipt, service requests including returns and exchanges, inquiries and complaints by phone, chat, mail, email, or fax.
  • Being ready and available to answer customer calls in a timely manner.
  • Handles off-line customer service tasks including but not limited to customer service requests, and credit card declined orders; and demonstrating good judgment and problem solving skills to resolve order issues.
  • Display flexibility toward shifts per call floor staffing requirements.
  • Provide assistance with website navigation and placing web orders.
  • Answer customer chats as designated by a supervisor or manager.
  • Attend DHC product training.
  • The flexibility to perform additional job duties as assigned.
Supervisory Responsibilities
This job has no supervisory responsibilities.