Frontline Customer Service Associate
6 days ago
Job Description
As a Customer & Operations Specialist at Century Linen & Uniform, you will be responsible for delivering exceptional customer experiences while providing essential administrative support to plant leadership. This role involves effectively managing phone calls, voicemails, and emails from both external and internal customers.
Key Responsibilities:
- Deliver Exceptional Customer Experience: Consistently uphold Century Linen & Uniform's customer experience strategy by taking ownership of customer cases.
- Handle Customer Interactions: Excel in addressing customer issues, clarifying concerns, conducting research, locating pertinent information, and providing resolution through collaboration with plant personnel or proper case escalation.
- Promptly Resolve Escalated Cases: Prioritize resolving escalated/open cases within the respective plant and cases initiated by them, actively supporting Customer Relationship Managers (CRMs) by entering customer visit details into salesforce.com.
- Maintain Quality Standards: Adhere to customer care policies and quality requirements, ensuring consistency and excellence in service delivery.
- Database Management: Accurately enter and update customer and case information in the customer database.
- Continuous Learning: Stay current with evolving products, processes, and policies, contributing to expertise and enhancing customer interactions.
- Equipment Maintenance: Keep department-specific equipment in optimal working condition, following established procedures and promptly reporting any malfunctions.
- Administrative Support: Provide essential administrative assistance to the plant, including tasks like safety-related matters, reception duties, and general support to plant management.
Requirements:
- PREFERRED ASSOCIATE DEGREE: A preferred qualification, an associate degree demonstrates commitment to education and professional growth.
- PLANT EXPERIENCE: Prior experience within a plant environment is preferred, fostering a deeper understanding of operational dynamics.
- PREVIOUS CALL CENTER EXPERIENCE: Possessing previous experience in a call center environment equips the candidate with valuable skills for effective customer interaction.
- BILINGUAL PROFICIENCY: Proficiency in bilingual communication (English/Spanish or Haiti Creole) facilitates seamless interaction with our diverse customer base.
Compensation: $55,000 - $65,000 per year, depending on location and experience.
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