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Customer Care
2 months ago
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.
We are looking for the candidates who are eligible to work with any employers without sponsorship.
If you're interested, please click 'Apply' button.
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