Customer Care Agent I

4 weeks ago

Atlanta, United States TK Elevator Full time
The first 3 letters in workplace safety are Y-O-U

TK Elevator is currently seeking an experienced Customer Care Agent in Atlanta, GA.

This position will act as a customer liaison, provide product/service information, and resolve any customer issues with empathy and efficiency. The customer care agent is responsible to build sustainable relationships and trust with customers and the field though open and interactive communication to ensure delivery of best-in-class customer experience. Agents will support the marketing and sales functions by processing and following up on incoming leads. They act as new installation product ambassadors by responding to product inquiries from construction industry partners.

ESSENTIAL JOB FUNCTIONS:
  • Provide excellent customer service to inquiries and complaints received via the national 800 number, website, chat and email.
  • Provide support for product inquiry received via phone, email, web form, or chat.
  • Develop and maintain a working knowledge of the departments and their functions across the organization.
  • Ensure accurate and timely routing and follow-up of inbound marketing leads for products and services.
  • Utilizes the Customer Relations Management (CRM) tool to process and update customer information as needed as part of a First Call Resolution initiative.
  • Utilizes Billtrust tool as part of a First Call Resolution initiative and revenue generation when it comes to billing by taking payments and resending invoices.
  • Qualifies and creates revenue generating leads using the Customer Relations Management (CRM) tool through organic interactions via phone call, instant chat or email
  • Partner with the local and regional departments to meet and exceed resolution of customer complaints and issues.
  • Document, track and provide management feedback regarding service failures or customer concerns.
  • Meet and exceed quality goals and productivity targets.
  • Provide project support as required.
  • Other duties as required.
EDUCATION & EXPERIENCE:
  • Bachelor's degree & 1 year related experience; or an equivalent combination of education and experience
  • Problem solving with critical and creative thinking skills
  • Understanding of marketing automation
  • Proficiency in Microsoft Office Suite
  • CRM experience preferred

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