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Beauty Multi-Channel Customer Care Rep

1 month ago

Madison, United States Alta Resources Full time

Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America Req #15228 Tuesday, July 23, 2024 Alta Resources is Hiring Summary The Multi-Channel Customer Care Representative position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position primarily responds to customer inquiries and addresses questions via inbound and/or outbound phone calls, email, chat, social media, letter and fax. Additional duties may include updating reports, assisting in the final testing of new surveys and processes, and some data analysis. This role is responsible to facilitate, analyze, and resolve any customer issues, provide product support and/or investigate questions or follow up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty. Other duties may be assigned. Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong written and verbal communication skills. Passionate about delighting consumers: Brings “caring” to life in exceptional one-on-one interactions. Probes/listens with empathy, then looks for ideas, solutions and resources that resolve consumers’ needs. Adapts communication style to the individual and the situation. Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed. Always welcoming, genuine and reliable in building relationships, even when multi-tasking. May identify potential sales opportunities with customers regarding their product needs, or up selling related products. Handles escalated emails or letters by following established guidelines and procedures. Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach. Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed. Creates and updates orders with accuracy and a high degree of sales ethics. Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks. Meets all identified team and client performance metrics, goals and deadlines in a fast paced, high performing team based environment. Takes the initiative to obtain and consistently upgrade product knowledge. Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence. Reports any training needs or system error/discrepancies to the supervisor. Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position. Leadership Responsibilities Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of the Six Sigma methodologies. Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability to make each interaction easy, fun and enjoyable so consumers feel valued. Displays a high level of confidence, enthusiasm and a positive attitude with the desire to succeed and exceed customer expectations. Excellent interpersonal, written and verbal business communication skills. Demonstrate an ability to display patience and empathy while using grammatical skills. Demonstrate an ability to maintain composure while diffusing and professionally negotiating a high-tension situation. Highly self-motivated with the ability to prioritize complex responsibilities, multi-task effectively and execute tasks with minimum supervision. Solid analytical and logical decision making as well as troubleshooting skills. Ability to maintain a high level of confidentiality by handling sensitive and private client and customer information. Embraces change and is flexible to the needs of the business and team. Proven ability to meet deadlines and key metrics, work independently, and deliver results in a fast paced environment. Ability to accept and apply coaching and feedback from leadership. Proven track record of reliability and a strong work ethic is a must. EDUCATION and/or EXPERIENCE High school diploma or equivalent (GED, HSED) required. Bachelor's degree, preferably in Communications or English, is desired. Five years’ previous work experience in customer service, sales, training, or member retention required. Handling escalated/difficult customer issues in a diversified, complex environment is desired. Excellent writing skills; including spelling, grammar and sentence structure is required. Proven ability to quickly learn complex program and product knowledge, experience working on a PC, accessing and navigating multiple software applications in a Windows environment is required. Prior experience of engaging and interacting with millennials/youth. TECHNOLOGY SKILL BASE This position requires a working knowledge of computer technology that includes, but is not limited to: Beginner to Intermediate Word, Excel, PowerPoint, and Microsoft Outlook. LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. #J-18808-Ljbffr