Position Summary:
As a Customer Care representative you are responsible to learn and retain up-to-date knowledge on all products and processes that will enable you to provide World Class Customer Care, to our internal and external customers. You will answer the front desk and 800-line, enter orders, respond to internal and external customer requests, and strive to anticipate and exceed customers' expectations. Through training, we will enable you to become an independent member of our team, able to prioritize and complete multiple tasks with minimal supervision, in a team environment.
Organization Structure and Interface:
This position reports to the Customer Care Assistant Manager and will work closely with the Assistant Team Leader who will participate in training, oversee and give direction on day-to-day activities. You will be expected to provide WCCC with fellow CCR's & Sales Specialists. You are expected to channel concerns through those who can make a difference, i.e. coach, trainer, or Human Assets.
Performance Objectives:
1. Answering the 800 line
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Answer and end each call with a smile in your voice
- Maintain a positive attitude
- Answer phone within 3 rings
- Must Demonstrate Sit-Ability
2. Order Entry
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Strive for 100% Order Entry Accuracy
- Offer upgrades with in 2 boxes of price break on every call
- Meet or exceed order entry goal of 30%+ of total orders entered by team
- Process Fax Back confirmations
- Double check your own work
3. Continuous Improvement
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Look for opportunities to learn/understand more of the business "the how or why?"
- Take initiative with personal and professional growth
- Continuously improve phone manner
- Order entry speed while maintaining accuracy
- Seek and implement new ways of providing World Class Customer Care
- Self-monitor phone calls; e-mail to CMV with explanation of why the call was flagged, what you would do different and what help you are looking for from your trainer
- Participate, add-value and take action from training and continuous learning sessions
- Utilize one-on-ones and call review sessions as productive and proactive working forums, to achieve goals and overcome challenges
- Must be open to improvement feedback and take action where appropriate
4. Team Expectations
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Expect change and be flexible in relation to the changing needs of the Customer Care team
- Become part of the Team, work together, help each other achieve a level of synergy
- Follow through on all tasks and processes
- Demonstrate good problem solving/decision making skills
- Manage your morale – be enthusiastic – "Do what you love, love what you do!"
- Care to communicate ~ provide feedback for process improvement opportunities; identify challenges
- Take action from feedback
- Be able to prioritize your day for optimum time management
- Identify opportunities for improvement
5. Customer Service
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Respond to all customer requests for information
- Respond to all customer issues on call one or within a reasonable timeframe
- Become proficient at "thinking on your feet" and "winging it" necessary during customer interactions
- Respond – "Got it" in email and take responsibility for resolving any outstanding issues
6. Internal Customer Support
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Respond promptly to internal requests for assistance, PO's, order tracking etc.
- Respond to questions and requests for information company wide
- Learn who to "go to" for answers
- Direct questions to the appropriate team/person as needed
- Respond – "Got it" in email and take responsibility for resolving any outstanding issues
7. Account Maintenance
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Continue to learn the relationship between our computer programs
- Verify account information when customer request changes to acct info
- Become proficient in adding/changing information in acct; taking all necessary steps to ensure data integrity
- Identify merge opportunities and seek to understand how they became merge opportunities
8. Front Desk Coverage
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Cross train to cover front desk as needed
- Applicant processing
- Answer multi-phone line system
- Identify merge opportunities and seek to understand how they became merge opportunities
9. Personal / Professional Development:
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Communication – Channel appropriately to those who can make a difference and speak clearly and persuasively in positive
or negative situations - Productive – Demonstrate accuracy and thoroughness
- Planning – Develop realistic action plans
- Initiative – Seek increased responsibilities
PLEASE - CONNECTICUT RESIDENTS ONLY! WE DO NOT OFFER RELOCATION.