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Customer Care Associate

2 months ago

Framingham, Massachusetts, United States Global Technical Talent Full time
Customer Service Representative
  • Contract Duration: 3 Months
  • Pay Rate: Up to $22/hr
Job Overview:
  • The Customer Service Representative manages toll-free customer service inquiries and communications, including letters, emails, chat, and social media interactions.
  • Address customer inquiries, resolve standard complaints, document interactions in the customer tracking system, and ensure effective communication across all levels.
  • Oversee social media platforms such as Facebook, Twitter, Instagram, and TikTok, responding to customer comments and questions.
Key Responsibilities:
  • Respond to all forms of customer communication accurately, promptly, and effectively, including phone calls, letters, emails, chat, and social media referrals.
  • Handle challenging and sensitive customer issues in an objective and timely manner, utilizing problem-solving and negotiation skills.
  • Collaborate with District Managers, Store Managers, and Home Office personnel to resolve customer issues and provide answers to inquiries. Escalate serious matters to safeguard the company and brand.
  • Document customer and store information in the customer tracking system, ensuring accurate coding and continuous updates until resolution.
  • Promote a positive company image in alignment with customer service objectives and mission.
  • Make informed judgment calls that adhere to brand guidelines, escalation protocols, and customer service policies for social media-related issues, following moderation guidelines.
  • Multitask effectively in a fast-paced environment, managing a high volume of inbound and outbound content to ensure quality customer service follow-up.
  • Undertake special projects and additional duties as assigned.
Required Qualifications:
  • Demonstrated Conflict Management Skills
  • Strong Analytical and Problem-Solving Abilities
  • Effective Listening Skills
  • Organizational Proficiency
  • Ability to Prioritize and Manage Time Effectively
  • Adaptability
  • Capability to Multitask
  • Excellent Verbal and Written Communication Skills
  • Proficient in PC applications, including email, Word, and Excel
  • Typing Proficiency
  • Experience in Social Media Moderation Preferred
  • Ability to Maintain Objectivity and Separate Emotions
  • Team Collaboration Skills
  • High-Speed Internet Connection Required
  • Quiet Workspace Suitable for Video Meetings/Chats
Benefits Offered:
  • Medical, Vision, and Dental Insurance Plans
  • 401k Retirement Fund
About Global Technical Talent:
  • Global Technical Talent is a prominent company in the industry, recognized for its commitment to excellence and innovation. With a vast network of stores and distribution centers, the company offers a wide range of opportunities for career growth.
  • The organization values diversity and strives to create an inclusive workplace, engaging in responsible corporate citizenship by investing in employees and communities while being mindful of environmental impact and ethical operations.