Starts Monday September 16th, 2024
Position Summary:
The Client Care Specialist will work in a customer service environment responding to inbound customer assistance and general inquiries related to our caption service. This includes account maintenance and training.
This is a Remote/Work from Home position reporting to the CEX Operations Supervisor.
What you will do:
- Inbound phone contacts will be the primary delivery of work as well as Chat services.
- Respond to and manage inbound customer inquiries daily.
- Work closely with ClearCaptions customers to provide feature training related to ClearCaptions products and services.
- Meet weekly/ monthly metrics related to service level, performance, and customer satisfaction.
- Manage customer contacts within Salesforce CRM and adhere to standard operating procedures for data capture.
- Other duties will include general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with our service.
The kind of people we look for:
- Versatile people who thrive on variety and challenge.
- Excited about working in a fast-paced environment.
- Innate problem solvers who want to grow in a flexible, collaborative culture.
- Takes initiative, pushes boundaries, motivated to innovate.
- Talented individuals with a growth mindset who want to use their learning and relationship-building skills.
- Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality.
Qualifications:
- The qualified candidate will have experience in verbally explaining complex information in concise terms to customers.
- High school diploma or equivalent required; college degree preferred but not required.
- Minimum three years Customer Service experience.
- Basic telephony troubleshooting experience.
- Customer installation support experience.
- Minimum two years technical support experience in a call center environment or proven technical ability.
- Ability to clearly communicate with a wide variety of customers.
- Ability to identify customer needs over the phone.
- Good interpersonal skills and a team player.
- Logical thinker who can follow standard operating procedures.
- Ability to problem solve with limited information.
- Positive attitude and a willingness to learn and grow.
- Excellent verbal and written communication skills, presentation, and problem-solving skills.
- Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
- Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
- Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
- Reliable and predictable attendance.
- Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams).
- Familiarity with Salesforce and Salesforce tools.
- Past experience with a communications company in a customer service environment.
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