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Job Description
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Customer Care Professional
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Customer Care Professional
The Customer Care Professional is accountable for customer satisfaction and the overall performance adherence for retail clients. The Customer Care Professional will work closely with her/his peers as well as colleagues across teams and the Customer Care Supervisor or Lead Supervisor, to ensure appropriate service delivery.
Duties:
*Customer Service & Satisfaction
*Treat all customers with politeness and courtesy
*Identify and be responsive to each customers individual needs
*Build positive and professional relationships with each customer
*Keep customers informed of their request status based on their individual needs
*Meet commitments to customers in a timely manner
*Maintain a measured Customer Satisfaction score equal to or greater than what is outlined in the client contract
*Greet customers with a friendly and positive tone of voice
*Gather all required client specific information based on type of request
*Listen to customers without interrupting/ask questions to clarify your understanding
*Troubleshoot as appropriate; educate the customer on troubleshooting steps taken, and if unable to resolve, clearly explain expectations on how case will be handled
*Document required client specific information based on type of request
*Accurately choose required case information critical to reporting
*Escalate cases which cannot be resolved to the appropriate group based on case details
*Accurately choose correct resolutions based on specific customer requests and detail gained from following troubleshooting steps
*Utilize knowledge base tools provided for finding resolutions and contribute personal knowledge to the development of those tools
*Actively follow up with escalation points on cases
*Actively inform customers of the status of their issues based on their individual needs
*Effectively contribute to meeting or exceeding overall client SLA measurements
*Work closely with other team members to ensure phone coverage at all times
*Actively work with other team members to improve communications/team continuity
*Maintain a positive team attitude/build good working relationships with your team
*Actively work to increase knowledge in the following areas:
Customer service and satisfaction
Help desk terminology and best practices
General PC troubleshooting, configuration, and operation
Client specific applications troubleshooting, configuration, and operation
*Work with Customer Care Supervisor, Lead Supervisor or Customer Care Manager to set goals on the above areas and work out a plan for improvement
*Meet and/or exceed target scores for knowledge tests as administered by the Customer Care Supervisor, Lead Supervisor or Customer Care Manager
Requirements:
*Help desk/call center experience
*Strong customer service/telephone skills
*Ability to multi-task
*Ability to work in a fast paced environment
*Client/customer-centric focus
*Excellent interpersonal skills - approachable
*Ability to communicate effectively and timely
*Reliable and punctual
*Technical aptitude
*Bachelors degree or one to two years related job experience
Other:
*Multiple TTH positions, FT and PT
*Must have flexible schedule
*Pay Rate $10.00-$11.50 depending on shift
***Training classes start in October***
To be considered, please apply online at www.spherioncareers.com; When prompted for a recruiter code, use R45520014918. If you have any questions please contact Brooke at brookeolson@spherion.com
