Customer Care Associate

1 week ago


Englewood, United States JRCC Inc Full time

The Customer Care Associate works in a virtual call center environment speaking with customers who need restoration services. This role is the critical first step in the project intake process. The ability to quickly establish a rapport, to obtain customer information and to make decisions about the company's response to the customer are all important skills for a successful Customer Care Associate.

Essential Functions and Responsibilities:

  • Serve customers with empathy and respect
  • Follow the FLEET Response job intake workflow
  • Listen attentively to customers, understand their inquiries
  • Identify situations requiring quick escalation to operations leaders for immediate response
  • Escalate necessary requests to assigned Project/OPS manager.
  • Answer incoming calls promptly and professionally, ensuring a high level of customer satisfaction
  • Address customer questions, concerns, and complaints with empathy and patience
  • Collect and update customer information accurately in the company systems, ensuring data integrity
  • Maintaining a friendly and professional tone on all calls
  • Meet individual and team targets for call quality, customer satisfaction, and productivity
  • Maintain a positive and professional attitude, even during challenging customer interactions
  • Display a high degree of dependability by meeting prescribed schedule, availability to take calls, and other timebound work requirements.
Qualifications:

The ideal candidate will have a positive attitude and the desire to build relationships with our customers.
  • Exceptional verbal communication skills with a clear and friendly phone manner
  • Strong active listening skills and the ability to understand and empathize with customer concerns
  • Proficient computer skills and the ability to navigate multiple systems simultaneously
  • Possess exceptional people skills
  • Ability to work in a fast-paced environment
  • Organizational skills and attention to detail
  • Strong planning, and problem-solving skills
  • Ability to multitask (i.e. listen to callers, move through computer screens, type, and ask questions)
Benefits:
  • Medical, Dental, Vision, & Life Insurance
  • 401k with up to 4% company match
  • Company paid holidays.
  • Company paid vacation & sick.
  • Weekly pay
Work Location:
  • In person at various FLEET Response local branches
Reports to:
  • Customer Care Supervisor


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