Customer Care Representative
职位总结客户服务代表通过响应大量的客户通话，询问和请求来为我们的客户提供卓越的服务。这可能需要研究和调查才能解决问题。现任公司积极参与客户确保对问题的全面理解并以快速，尊重和礼貌的方式提供准确和高效的回复。我们很乐意将此作为远程角色！目前，我们只能考虑居住和工作在 VT,NH,NY,CT,MA,ME,DE,MD,PA,WV & NJ 的国家特定就业法规。招聘范围：提供服务，支持和尊重客户。• 积极倾听客户，确认或澄清信息并根据需要传播升级情况。· 与客户建立即时联系，与其他呼叫中心团队成员建立长期关系，基于信任和可靠性。· 了解并努力满足或超越客户中心指标，同时提供卓越的一致性客户服务。· 与客户进行评估需求，并为可能更适合特定客户需求的产品或服务做出销售建议。·参与培训和其他学习机会扩大公司，产品，销售和服务的知识，并履行任何其他必要任务来帮助推动我们的愿景，实现我们的使命和/或遵守我们的核心价值观。职业道路定义和区别 级 I:在客户服务领域有0-2年的复杂经验。在 Casella 业务产品和服务以及客户服务和客户关系管理方面具有证明的知识和能力。能够有效地管理呼叫量并了解专有的软件系统。团队内工作，支持部门销售代表并提供优秀的客户支持。能够解决日益复杂的问题和报价
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Position Summary
The Customer Care Representative provides outstanding service to our customers by responding to a high level of inbound customer calls, inquiries and requests which may require research and investigation to reach resolution. The incumbent actively engages customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner. We’re excited to offer this as a remote role! At this time, we can only consider applicants who live and work in VT, NH, NY, CT, MA, ME, DE, MD, PA, WV & NJ due to state-specific employment regulations.
Hiring Range: $20.00-$22.00 per hour, plus incentive pay and ample opportunities for advancement with our career paths program.
Key Responsibilities
- Answers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services.
- Responds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued.
- Engages in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed.
- Builds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.
- Utilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.
- Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
- Engages with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs.
- Participates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.
Career Path Definitions & Distinctions
Level I: 0-2 years of progressively complex experience in the customer service field. Demonstrated knowledge and competence in Casella’s business products and services as well as in customer service and client relationship management. Able to effectively manage call volume and understand proprietary software systems. Works within team to support Division sales representatives and provide excellent customer support. Capable of solving increasingly complex problems and offering solutions that engage and retain customer base.
Level II: 1-3 years of progressively complex experience in the customer service and client relationship management field. Demonstrated knowledge and competence in several technical areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella’s business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications as needed. Adept at resolving most escalations and handling a high volume of calls.
Senior Level: 2-4+ years of progressively complex experience in the customer service and client relationship management field. Highly integrated knowledge and competence in all areas of customer service and client relationship management and is able to build strong relationships with home office and divisional employees at various levels within the organization. Thoroughly understands the variety and complexity of Casella’s business operations and is able to apply a variety of customer service, CRM, and sales concepts, principles and applications to generate and retain business sales. Independently resolves escalations. Skillfully manages a high volume of calls. Capable of taking on special projects or assignments.
Education, Experience & Qualifications
The successful candidate will have a high school diploma or GED, 2-4 years of customer service or inside sales experience, a demonstrated ability to work as part of a team in a collaborative environment, and be legally eligible to work in the US. An advanced degree, relevant sale certifications, prior sales experience and experience or interest in environmental and/or sustainability field are preferred.
Outstanding relationship management skills, excellent listening communication and problem solving skills, the ability to identify and develop sales opportunities are required. Demonstrated proficiency with Microsoft Office, typing proficient and a working knowledge of Microsoft Dynamic for CRM or similar software systems and related software are expected.
Attributes
Positive, team-oriented individual who is curious, attentive, and results-oriented with the ability to see the larger picture while focusing on detailed information.
Benefits
Medical, Dental, Vision, Life & Disability Insurance, Maternity & Parental Leave, Flexible Spending Accounts, Discounted Stock Program, 401K, Employee Awards, Employee Assistance Plan, Wellness Incentive, Tuition Assistance, Career Pathways, and More.
Originally posted on Himalayas