Hybrid-Customer Care Rep - Duluth, United States - System One Holdings, LLC

Description

Job Title:Hybrid - Customer Care Rep

Location: Norcross, GA area

Hours: Monday- Friday

Type: 12-month Contract

Overview

As a Hybrid Customer Representative in the Norcross, GA area, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs. A bachelor's degree and technical savviness is ideal as interactions range from handling account inquiries, billing, upselling, order issues, website navigation, order entry, and resolution of complaints while promoting a positive customer experience. The person in this role will be responsible for accurate documentation of customer queries and performing monitoring activities for each customer case until resolution.

Responsibilities

• Anticipate Customer needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.
• Execute needed follow-up through various communication channels such as, outbound calls, emails, in accordance with company's standards.
• Accommodate special customer requests and rectify customer complaints, with good judgment and decision-making skills while balancing the needs of company.
• Resolve inquiries related to marketing programs, product, price, and order status information within established processed and procedures.
• Document each interaction information on each interaction, so the information can be shared throughout company
• Communicates day-to-day work status updates within the team.

Requirements

• Must have acompleted Bachelor's degree.
• Animal/Veterinary experience is a plus.
• Customer experience focus
• Demonstrates strong competence in maneuvering company's customer platform and systems.
• Must be able to work within a number of software applications including Microsoft, call center, and custom programs Key dimensions include initiative, resilience, prioritization, and organization, time management, ability to multi-task and develop solutions.
• Prior experience comprehending abstract, complex, and technical information. Salesforce/SAP is a plus.

Benefits

System One offers eligible employees health and welfare benefits coverage options, including medical, dental, vision, spending accounts, life insurance, voluntary plans, and participation in a 401(k) plan.

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