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Customer Care Specialist Intern

6 months ago

Knoxville, United States ELO Touch Full time

Creating an account has many benefits:

* See order and shipping status

* Track order history

* Check out faster

**Find Your Role at Elo**

Customer Care Specialist Intern Intern Knoxville, TN, US 30+ days ago Requisition ID:1135 We know touch - it's our only business. In fact, we invented the touchscreen over 50 years ago and haven't stopped since. Every 21 seconds, a new Elo touch screen is installed somewhere in the world. We obsess over details to exceed the highest quality standards.

The Customer Care Intern is responsible for providing support to the Customer Care Team, as well as high levels of service and support to assigned customers. This role will focus on RMA (product returns), which includes order management, verbal, and written communication, status updates and data entry. This position will be working directly with the other members of the Customer Care team to deliver a world-class customer experience. The Customer Care Intern will support front line customer communications while acting as the internal voice of the customer escalating and resolving their concerns. This individual must demonstrate a sense of urgency and helpful demeanor with both internal and external customers. This position is part-time targeting 25-30 hours per week, in consideration of class schedule.

**Job Responsibilities:**

* Assist existing team members with Customer Care and RMA Services inbox management

* Analyze communication volumes and create metrics around response time and issue resolution

* Research CRM tools to implement

* Provide support to Customer Care organization with order entry and issue resolution

* Assist existing team to troubleshoot issues that may cause customer order delays

* Other duties as assigned by manager

**Minimum Qualifications:**

* Completion or working towards a bachelors degree in business, communications, or related field from an accredited institution

**Preferred Qualifications:**

* Previous experience in customer facing internships or co-op position

* Highly experienced with MS tools (SharePoint, Excel, PowerPoint, etc.)

* Experience with ERP systems (SAP, Oracle, JDE, MS Dynamics), Salesforce or CRM software

**Specific Professional Skills/ Competencies:**

* Ability to adapt and thrive in a fast-paced and changing environment

* Ability to gather and analyze relevant data to drive decision making

* Aptitude to quickly understand business models and metrics

* Passionate about delivering world-class customer care

* Effective written and verbal communication skills

* Expectational customer follow-up skills

* Strong attention to detail and organization skills

* Proficient with standard corporate productivity tools (email, voicemail, MS Office)

* Bilingual (Spanish, Portuguese, or Mandarin Chinese) is a plus

**Physical Demands:**

* Ability to lift up to OSHA single person lift requirements

* Ability to sit, stand, bend, or walk for prolonged periods of time

* Must be able to work 25-30 hours per week

*Elo Touch Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Elo Touch Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.*

*Elo Touch Solutions expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Elo Touch Solutions employees to perform their job duties may result in discipline up to and including discharge.*