Description:
The Customer Care Representative will be the first point of contact for all customer matters and inquiries which includes, but is not limited to, responding to all customer questions related to billing, contract renewals, account changes, and other customer service related issues. The Customer Care Representative must stay abreast of all products and services, corporate and customer policies to ensure accurate information is available to best serve all customers.
Responsibilities:
- Respond to all front-line initial customer inquiries and issues and try to ensure a first response resolution
- Escalate customer issues that require more in-depth assistance to the appropriate internal party and execute timely follow-ups
- Participate in regular training on products and services, customer service, corporate and operations policies, as well as company initiatives to remain knowledgeable on all products and services to effectively support new and existing customers
- Concisely record all issues and resolutions into client relationship software
- Perform to meet and exceed all monthly performance metrics (Quality, Dependability, and Productivity)
- Engage in monthly performance review/coaching sessions with Customer Care Manager
Education / Experience
- High School Diploma with equivalent work experience
- Post-Secondary Education, preferred
- Past experience in a customer care environment, valuable
- Proficient with MS Office Suite (Word, Excel, Outlook, etc.)
Competency Requirements
- Excellent communication (both written and verbal) skills
- Strong probing and problem-solving skills to work with customers to provide the best resolution possible
- Ability to work independently and under close supervision
- Able to build value-added relationships over the phone with customers quickly
- Solid team player, willing to assist when required
- Aptitude to multi-task
- Capable of working in a fast-paced environmen