Customer Care Specialist - New Century FS - Ames, IA

PURPOSE AND SUMMARY STATEMENT

 

Under the direction of the Agronomy Business Manager, the Customer Care Specialist will manage the customer care support team to answer customer questions and handle accounts receivable.

 

 

SUPERVISION AND LEADERSHIP

 

Supervises, leads, and develops the Customer Care Coordinator by providing leadership, setting performance expectations, providing feedback, and actively maintaining performance management standards.

 

 

ESSENTIAL JOB RESPONSIBILITIES

 

Handles training the customer care team on inbound and outbound telephone calls for marketing and customer service purposes.

 

Will clearly communicate with the customer care team to determine needs for customers and services.

 

Create a positive experience through active listening and high energy customer care.

 

Will lead the myFS solutions center marketing initiative.

 

Contribute to additional customer service-related activities such as statement preparation and direct mail fulfillment.

 

Handles all back-office Accounts Receivable functions: UAC, credits, small balances and program dollar cleanup.

 

 

OTHER JOB FUNCTIONS

 

Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.

 

Performs all other duties as assigned.

 

 

REQUIREMENTS

 

Normally requires an Bachelor’s Degree in business administration, or equivalent thereof, and at least 2 years of work experience.

 

Prefer telemarketing experience outbound and inbound environment.

 

Experience with customer service and sales.

 

Excellent listening and communication skills.

 

Working knowledge of Microsoft Office - Excel, Word and Outlook.

 

Demonstrated essential abilities including self-starting skills, work ethic, and time management skills.

 

Good math, reading and business skills.

 

Good time management skills.

 

Data Entry experience with excellent attention to detail.

 

Organizational skills with the ability to manage multiple projects at one time.

 

Demonstrate the ability to learn proprietary software.

 

Ability to work extended hours or on-call as business conditions warrant.

 

Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training as it relates to the requirements of the position.