The Customer Care team supports organization's published support channels. This role responds to our customers in a timely manner, providing them a best in class customer experience in a multi-channel, fast-paced support environment. This role is responsible for solutioning all aspects of the inbound support request including but not limited to, cross/upsell, quote, reservations etc. in a timely, consistent and quality manner.
Responsibilities:
Accurately track all customer touchpoints according to established procedures in Salesforce
Maintain established individual Key Performance Indicators regarding response time, ready time, quality etc.
Provide consistent, efficient, and effective customer service in a multi-channel environment
Coordinate and process all inbound requests in a timely, quality & consistent manner
Identify and communicate escalation issues per established escalation policy
Follow Quality Program guidelines to meet expected phone, email and chat performance
Follow published attendance policy including established channel schedule
Requirements:
Highschool or GED required, Bachelor's degree preferred
1 year of customer service or support experience preferred
Experience leveraging CRM platforms like Salesforce.com as part of daily functions
Skills:
Passion for customer service and support
Comfortable using Microsoft Office products (Outlook, Excel, Word)
Adapts to changing business and customer needs
Self-motivated to achieve goals and deliver results
Communicate professionally and effectively
Drive results through teamwork and business processes
Ability to organize and manage multiple priorities
Strategic thinking and problem-solving ability
Problem analysis and problem resolution at both a strategic and functional level