The Customer Care Representative (CCR) is an essential partner in the USS inbound sales process and inbound and outbound service support providing world-class front-line support through multiple channels (phone, email or chat) to USS Customers. The CCR is responsible for providing an exceptional customer experience while discovering and resolving customer concerns in a professional, and timely manner. The CCR will be primarily responsible for properly qualifying and managing all USS customer's needs and B2B service inquiries and all sales and service B2C requests to ensure they are handled with speed, efficiency, clarity and quality. This role should have a clear understanding of USS's sales process, service model, and methodology as well as system and product knowledge. We are looking for someone who has a positive and professional attitude, enjoys problem solving and thrives in a fast pace rewarding environment.
Essential Functions
Demonstrate strong safety awareness and leadership
Hold professionally engaging verbal (phone) and written (e-mail, chat) conversations
Professionally answer a high volume of inbound calls within performance guidelines
Answer all e-mail contacts within performance guidelines
Meet Quality Assurance Standards
Meet KPI's as set by Supervisor
Uncover opportunities to offer additional products to all customers that meet their business needs
Follow-up on all customers' needs and manage accordingly through identification, qualification and follow through
Maintain highest quality, long-term partnerships with all USS customers
Maintain a comprehensive knowledge of all USS products and services: act as the subject matter expert
Clearly communicate and coordinate with various departments and systems within the company to ensure customer requests are handled appropriately and in a timely fashion.
Act as liaison between customers, sales, field operations, and office personnel to resolve general inquiries
Produce quotes and work orders through company systems
Reduce escalations and outward transfers, promoting one call resolution
Accept feedback positively
Ensure customer's needs are met while adhering to the USS sales process
Adhere to all company policies, scheduled breaks, and lunch periods
Document sales activities and leverage business intelligence through Salesforce.com
Demonstrate desire to succeed and win as well as grow career opportunities
Demonstrate Polite and Positive Professionalism in all work-related activities
Demonstrate desire to provide a world class customer experience
Recognize peers for outstanding work utilizing USS Achievers
Champion, demonstrate, and uphold our values: Easy, Safe, & Clean
Perform other duties as assign
Qualifications
Strong PC proficiency (Microsoft Office, Salesforce, etc.)
Time Management, Organization, and Excellent follow up skills
Strong written and verbal communications
Decision Making and Problem Solving
Ability to navigate company systems and tools efficiently
Teamwork with all sales channels and operations
Quality listening and communication
Time Management
Organization
Excellent follow through and follow up skills (leads, issue resolution, etc.)
EEO
United Site Services is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination against any applicant or employee based on any legally-recognized basis, including, but not limited to: race, color, religion, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation , gender identity , age (40 and over), national origin or ancestry, citizenship status, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status or any other status protected by federal, state or local law. Our commitment to equal opportunity employment applies to all persons involved in our operations and prohibits unlawful discrimination by any employee, including supervisors and co-workers.