Customer Care Specialist I

Description

  

Position Overview: 

The Customer Care Specialist position will assist with the daily duties leading to providing World Class Service to all J&J’s customers. They will answer and handle daily phone calls from internal and external customers; they will monitor the personal and commercial lines general voicemail boxes and return calls or forward calls to the appropriate teammates by the end of each workday. They will also manage the processing@jjins.com email (this is an internal email) by responding to any emails within 1 business day. 

Job Responsibilities:

• Handle incoming      telephone calls and emails in a timely fashion with a friendly, respectful      and welcoming demeanor 
• Provide requested      documents and/or information requested by our customers, such as, but not      limited too; 
  • Payment status
  • Refund status
  • Requests for       copies of policy documents
  • Status of change       request, cancellation request, etc
• Enter File Notes to document      conversations and information provided during phone call conversations      with the customer
• Import emails      received and/or sent to customers to document information provided during email      correspondence with the customer
• Contributes to      team effort and/or other by accomplishing various tasks as they are      assigned 
• Effective communication with      owners, department managers, staff and teammates
• Annual 16 hour continuing education      encouraged

Requirements

  

Education and Work Experience:

• High School Diploma or equivalent
• Minimum of six months to three      years clerical and/or customer service experience within a call center environment      preferred but not required
  
   

Knowledge Skills & Abilities:

· Ability to type 30-50 WPM

· Ability to answer phones, including conference calls and/or possible multiple lines and transferring calls with moderate to strong customer service skills

• Ability      to communicate with very clear      verbal and/or written communication skills

· Ability to type accurately, organize and present information in a neat and effective manner

· Ability to manage multiple tasks, while keeping focused on the details 

· Ability to exercise good judgment and pay attention to detail

· Ability to handle difficult customers with confidence 

· Ability to grasp new tasks/software/equipment quickly, efficiently and accurately

• Positive and welcoming attitude

· Willingness to learn and ability to take initiative by self-motivation

· Team player with a proactive approach to problem solving 

· Knowledge and experience with Microsoft Office Suite (word, excel, PowerPoint, outlook)

Typical Physical Demands:

· Requires the ability to sit or stand for long periods of time, occasional stooping, and reaching 

· May require lifting-up to 25 pounds

· Requires normal range of vision and hearing with or without accommodations

Career Path from level I to III:

· Determined by; confidence level and comprehension within Knowledge Skills and Abilities and Job Responsibilities, self-motivation, completed education requirements, contributions to the team and/or tenure within the role.