Customer Care Specialist

Do you have experience in customer service and looking for the right employment opportunity that not only has a great compensation package but whose work is also meaningful? Join our Customer Service Team!

What we offer

• Excellent health benefits plans, which includes FSA and HSA options
• Life insurance
• 401(k) with company match
• Generous vacation, paid sick time-off and paid holidays
• Employee Assistance Program
• Employee Resource Groups
• Wellness programs and benefits

Job Summary

Represents the company with a complete understanding of all products, policy/procedures, market dynamics, and technical aspects. Responsible for processing specific customer orders, quotes, returns, and inquiries or complaints via phone/fax/web, and to support overall company sales goals by enhancing customer relationships through the delivery of service excellence.

Principal Job Duties & Responsibilities

• Responsible for processing customer orders demonstrating a thorough knowledge of products, function, and adjustability/adaptability.  Able to problem-solve and knowledgeable of all options and configurations while guiding and assisting customers with selection, and/or adaptation to meet end-user needs.
• Responsible for assisting customers as necessary with order status, quotations, returns and/or repairs, etc., while understanding key customer relationships and competitive market or funding dynamics that impact the buying decision. 
• Responsible to provide appropriate support to field sales Associates, handling key account relationships where needed and utilizing sales contact tools and communication to accomplish overall top-line sales objectives.
• Responsible for maintaining up-to-date product and “systems” knowledge.
• Responsible to contribute to a team environment that promotes and provides service excellence to internal and external customers. This would include the ability to champion key product, project, or customers with little or no assistance.

Required Skills, Knowledge, and Experience

• High school diploma or GED equivalent, college-level or degree is preferred.
•  Experience in a fast-paced customer service environment (or equivalent).
• 6 months to 2 years with solid, consistent performance Customer Service Specialist (or equivalent) preferred.
• Typing skills minimum 25 wpm, ten-key skills, and computer operation including MS office products, queries, and web-based systems.
• Ability to read and comprehend simple and complex instructions, short correspondence, and memos.
• Strong verbal communication skills and interpersonal skills.
• Ability to learn quickly and retain skills/knowledge for future application as needed.
• Must be able to able to successfully complete the 10 – 12-week training program.

Competencies

• Results Orientation – Focusing on the desired end result of one’s own or one’s unit’s work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.
• Decisiveness – Making complex decisions in a timely manner.
• Attention to Communication – Ensuring that information is passed on to others who should be kept informed.
• Oral Communications – Expressing oneself clearly in conversations and interactions with others.
• Written Communication – Expressing oneself clearly in business writing.
• Customer Orientation – Demonstrated concern for satisfying one’s external and/or internal customers.

• Personal Credibility – Demonstrated concern