Customer Care Rep

4 months ago

Westborough, United States United Site Services Full time

About USS:

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.

Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers.

By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.

Overview:

The Customer Care Representative (CCR) is an essential partner in the USS inbound sales process and inbound and outbound service support providing world-class front-line support through multiple channels (phone, email or chat) to USS Customers. The CCR is responsible for providing an exceptional customer experience while discovering and resolving customer concerns in a professional, and timely manner. The CCR will be primarily responsible for properly qualifying and managing all USS customer's needs and B2B service inquiries and all sales and service B2C requests to ensure they are handled with speed, efficiency, clarity and quality. This role should have a clear understanding of USS's sales process, service model, and methodology as well as system and product knowledge. We are looking for someone who has a positive and professional attitude, enjoys problem solving and thrives in a fast pace rewarding environment.

Responsibilities:
  • Demonstrate strong safety awareness and leadership
  • Hold professionally engaging verbal (phone) and written (e-mail, chat) conversations
  • Professionally answer a high volume of inbound calls within performance guidelines
  • Answer all e-mail contacts within performance guidelines
  • Meet Quality Assurance Standards
  • Meet KPI's as set by Supervisor
  • Uncover opportunities to offer additional products to all customers that meet their business needs
  • Follow-up on all customers' needs and manage accordingly through identification, qualification and follow through
  • Maintain highest quality, long-term partnerships with all USS customers
  • Maintain a comprehensive knowledge of all USS products and services: act as the subject matter expert
  • Clearly communicate and coordinate with various departments and systems within the company to ensure customer requests are handled appropriately and in a timely fashion.
  • Act as liaison between customers, sales, field operations, and office personnel to resolve general inquiries
  • Produce quotes and work orders through company systems
  • Reduce escalations and outward transfers, promoting one call resolution
  • Accept feedback positively
  • Ensure customer's needs are met while adhering to the USS sales process
  • Adhere to all company policies, scheduled breaks, and lunch periods
  • Document sales activities and leverage business intelligence through Salesforce.com
  • Demonstrate desire to succeed and win as well as grow career opportunities
  • Demonstrate Polite and Positive Professionalism in all work-related activities
  • Demonstrate desire to provide a world class customer experience
  • Recognize peers for outstanding work utilizing USS Achievers
  • Champion, demonstrate, and uphold our values: Easy, Safe, & Clean
  • Perform other duties as assigned
Qualifications:
  • Strong PC proficiency (Microsoft Office, Salesforce, etc.)
  • Time Management, Organization, and Excellent follow up skills
  • Strong written and verbal communications
  • Decision Making and Problem Solving
  • Ability to navigate company systems and tools efficiently
  • Teamwork with all sales channels and operations
  • Quality listening and communication
  • Time Management
  • Organization
  • Excellent follow through and follow up skills (leads, issue resolution, etc.)
Physical Requirements:
  • Sit while answering phones or reply to emails
  • Use hands and fingers to handle, control or feel objects tools or controls
  • Repeat the same movements when entering data
  • See details of objects that are less than a few feet away
  • Speak clearly so listeners can understand
  • Understand the speech of another person
  • Focus on one source of sound and ignore others
  • Hear sounds and recognize the difference between them
  • See differences between colors, shades and brightness


Benefit Summary:

All full-time employees working an average of 30 hours or more per week are eligible for the following benefits:

  • Holiday & Paid Time Off (pro-rated for Part-Time employees)
  • Medical/Pharmacy
  • Dental
  • Vision
  • Employer-Paid Short-Term Disability
  • Employer-Paid Long-Term Disability
  • Employer-Paid Employee Basic Life & Accidental Death and Dismemberment
  • Voluntary Employee Life & Accidental Death and Dismemberment
  • Voluntary Spousal Life
  • Voluntary Dependent Life
  • Hospital Indemnity, Accident and Critical Illness
  • Commuter/Transit Account
  • Healthcare Flexible Spending Account
  • Dependent Care Flexible Spending Account
  • Health Savings Account
  • 401(k) with employer match
  • Employer-Paid Employee Assistance Program (EAP)
  • Employee Discounts


Salary Range:
$15.50 $25.50 / hour

Pay Transparency Statement:

At United Site Services, our salary ranges reflect the minimum and maximum base pay for the posted position applicable to all locations across the US. Within the posted salary range, individual pay is determined by the geographic location, job related skills, experience, education, and certifications. Our total compensation package includes base pay plus a comprehensive benefits program.

EEO Statement:

United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.

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