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Client Support Specialist
2 months ago
Position: Customer Care Agent
Reports To: Customer Care Manager
Role Summary: This role involves engaging with clients to deliver information in response to inquiries regarding services and effectively managing and resolving complaints.
Shift Details: 3rd Shift. 8pm to 4am, Monday through Friday
Key Responsibilities:
- Provide training, clarify tasks, and assist in resolving customer issues.
- Respond to incoming communications via phone, fax, and email, addressing customer inquiries.
- Assess and identify customer needs to ensure satisfaction.
- Manage complaints, offering suitable solutions and alternatives within specified timeframes, and follow up to confirm resolution.
- Proactively engage with customers to enhance their experience.
- Input new box information for all accounts accurately.
- Perform data entry tasks, including making computerized location changes and managing customer department assignments.
- Organize paperwork from the 'ready to be filed' tray into customer folders.
- At month-end, ensure previous month's files are stored appropriately.
- Assist with special projects as directed by the Customer Service Manager or Operations Director.
Qualifications:
- Ability to collaborate effectively with the Customer Service Manager and Operations Director to deliver excellent customer service.
- Basic computer proficiency is required.
- Ability to work with internal teams, sales representatives, records center staff, and management.
- Experience in interacting with external customers, potential clients, vendors, and suppliers.
- Capability to retain knowledge of service offerings, pricing, and delivery timelines.
- Strong multitasking, prioritization, and time management skills.
- Adaptable and able to handle unexpected situations.
Work Environment: Must be able to work in varying temperatures, including heat in summer and cold in winter.
Physical Requirements: The role requires regular standing and walking, with occasional sitting, climbing, stooping, kneeling, or crouching. Must be able to lift and carry items weighing between 10 lbs. and 50 lbs. Regularly required to talk, hear, read, and accurately identify numbers for order processing.
Education and Experience:
- Minimum of one year of relevant experience.
- Proficient in English language and grammar.
- Professional telephone demeanor.
- Ability to operate basic office equipment necessary for the role.
- Typing skills of 45-55 words per minute with high accuracy.
- Demonstrated customer support experience is essential.
- Proficiency in 10-key by touch is required.
Additional Information: This job description is intended to outline the primary responsibilities and requirements of the position. Duties and responsibilities may evolve over time with or without notice.
