Customer Care Specialist

4 weeks ago

Livonia, United States Professional Delivery Providers LLC Full time
Job DescriptionJob Description

Job Overview:

This position aides as a support mechanism to our 4 customers (customer, consumer, driver, and field managers) in the customer care department. This position will proactively address problems and suggest solutions daily. In addition, the position will oversee the daily service units and monitor the statuses to ensure on time service levels and completion. The ideal customer care specialist will be customer focused, detail oriented, and target driven. You should be polite, accurate, knowledgeable, and able to work well within a team environment.

Duties and Responsibilities:

  • Partners with field operations; managers, contractors, drivers, and aides as a support mechanism.

  • Validate driver check in and load out process by maintaining bi-hourly reporting by market.

  • Answering or making high volume calls to customers and address their needs, complaints, or other issues with services or products.

  • Responding efficiently and accurately to callers, explaining possible solutions, and ensuring the customer feels supported and valued.

  • Engage in active listening with callers confirming or clarifying information and diffusing angry customers by being empathetic as needed.

  • Utilizing software, scripts, databases, and tools appropriately.

  • Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.

  • Joining a team of call center representatives and building a positive relationship of teamwork, trust, and excellence.

  • Participating in training and striving to increase and improve existing skills.

  • Adhering to all company policies and procedures.

  • Maintaining confidentiality of information.

  • Perform other duties as the need arises.

Knowledge and Skill Requirements:

  • High School Diploma or equivalent.

  • More education or experience may be preferred.

  • Ability to work overtime as needed and flexibility in schedule.

  • Exceptional customer service, active listening, verbal and written communication skills, professional phone voice.

  • Understanding of company products, services, and policies.

  • Proficiency with computers, especially with CRM software, strong typing skills, and MS office suites.

  • Ability to ask prying questions and diffuse tense situations.

  • Strong time management and decision-making skills.

  • Adaptability and accountability.

  • Attention to detail and ability to manage priorities and workflow in a fast-paced environment.

  • Ability to sit at a desk for extended periods.

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