POSITION SUMMARY
The Customer Care Representative is critical to our company because this person is our first line of contact with our customers, and ensures that we provide the highest degree of service and professionalism. Nearly 1/3 of our current employees started in this position and have been promoted to other positions within the company- including finance, HR, sales, business operations, network operations, and administration.
You’ll work with customers to solve issues and address concerns regarding service, products, billing, and claims via phone and computer. You’ll troubleshoot phone service questions, oversee payments, and manage repair tickets. You will also work directly with our network providers to arrange phone and internet services, as well as resolve issues.
RESPONSIBILITIES
- Provide quality customer service to our wide variety of clientele
- Identify and document individual customers concerns and take corrective action to satisfy the issue within the initial call to uphold our goal of first call resolution
- Effectively navigate database software to provide accurate account management
- Troubleshoot phone service issues and work with network providers (phone and Internet) to provide necessary customer assistance.
- Complete daily workload including but not limited to researching outstanding customer issues, completing repair tickets and cancelled orders, and updating account details.
- Respond to repair tickets during the rotating weekend, on-call shift.
REQUIRED SKILLS & EXPERIENCE
- High School diploma required. Associate’s or Bachelor’s degree preferred. A combination of education and experience will be considered.
- 1+ years of Customer Service/Customer Care experience
- Strong customer orientation with a demonstrated understanding of superior customer service techniques
- Excellent oral and written communication skills
- Excellent time management, organizational and communication skills
- Proficiency with the MS Office package and a CRM
To apply now, please complete the form at the bottom of this page or email your resume to jobs@clearrate.com.