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Customer Care

2 months ago

Woodland, United States Experis Full time
Customer Care - Call Center
Woodland CA
-3-6-month contract with high possibility of extension
Training on-site full time
Hybrid after training (Tuesday & Wednesday on-site)
Pay rate: $20.00/hr.
Hours: 8am-5pm
Experis is seeking Customer Care - Call Center to join one of our Fortune 500 Life Science Client in Woodland CA .
Responsibilities :
  • Contact with targeted customers and prospects.
  • Build customer satisfaction with all customer contacts through professionalism and Trust.
  • Effectively and efficiently communicate with all customers through phone and email channels by listening, identifying and responding to their needs.
  • Consistently meet established metrics for customer development (sales/service, etc.) by following appropriate workflow procedures and schedules.
  • Monitor individual and team metrics which are posted monthly and through meetings.
  • Assist inside and outside sales team members by accepting handoffs of customer service tasks that are routed through them.
  • Communicate with internal Order Management team to gather detailed order status for customers when needed.
  • Recognize important customer comments and communicate potential concerns and/or opportunities to the customer services supervisor.
  • Develop and follow an efficient schedule for managing telephonic and electronic communication with assigned contacts.
  • Triage calls coming in where a customer initially asks for technical support and assess if that can be handled without having to forward to technical support.
  • Ensure that tasks assigned are delegated to alternate backup when planned absences occur and communication is made well in advance.
  • Follow procedures for Complaint Resolution each month and document activities in Customer Management software. Close the loop on all complaints to ensure customer satisfaction.
  • Assist with business projects/testing relating to systems including web and SAP when the need arises.
  • Administrative support of the customer development process.
  • Ensure that customer requests and inquiries are documented and communicated to the appropriate channel for resolution. This includes orders, quote requests, order status, remake/return product requests, credit/debit requests, pricing changes, etc.
  • Document all job activity by effectively using tracking forms and system support software.
  • Ensure accuracy of order information and forward to Order Processing through established procedural channel.
  • Identify patterns in customer behavior that do not maximize the efficiency of our internal processes (for example - customers sending in orders not in our approved ordering templates and forms) and work to educate the customer proactively to prevent errors and delays in processing.

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