Customer Care Specialist I - Contract

Company Description

Harland Clarke, a Vericast business, is a premier marketing solutions company that accelerates profitable revenue growth for thousands of businesses it serves directly by influencing consumer purchasing and transaction behavior at scale while engaging with over 120 million households daily.  We are recognized as leading providers of incentives, advertising, marketing services, transaction solutions, customer data and cross-channel campaign management, and intelligent media delivery that create millions of customer touch points annually for their clients.  For more information, visit http://www.vericast.com or follow Vericast on LinkedIn.

Job Description

Position Summary
Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments/feedback regarding products/services. Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services, or solutions. Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets company and client goals for levels of performance.

Key Duties / Responsibilities

• Responsibilities for inbound or outbound call segments apply based on individual assignments.
• Successfully completes initial new Specialist training program and participates and completes all required learning and ongoing training
• Entering & processing orders
• Processing cancel/change requests
• Requesting reprints/credits
• Ensuring security and privacy of customer's information
• Providing education and support regarding products and services
• Probing to identify needs
• Acts/offers appropriate products, services, and solutions to meet customer needs
• Utilizes available resources appropriately to accurately enter data and service the customers
• Ensures appropriate follow-through steps are completed for each call
• Maintains complete and accurate records of all call activity as required
• Makes outbound calls to achieve the goals of the assigned call segment
• Maintains a professional appearance and a quality work environment that adheres to all safety and security policies
• Limited eligibility in off-phone activities performing special assignments/team roles on a rotating basis or as required based on the Supervisor's discretion
• Works within a team environment supporting both team objectives and overall Center objectives
• Monitoring of individual performance tracking data and providing input for Individual Development Plans

Qualifications

Education & Knowledge Required

• HS Diploma/GED required

Experience / Skills / Abilities Required

• Previous customer service, banking or retail experience helpful
• Multitask ability
• Detail oriented
• Good communication and interpersonal skills
• Basic computer skills
• Ability to learn required information and ongoing training

Additional Information

Salary Range: $15.00 - $16.50 hourly depending on previous experience. 

At Vericast, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients, and our community. As an Equal Opportunity employer, Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our Talent Acquisition team at talentacquisition@vericast.com. EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.