Customer Care Specialist I (Contract Position) (Administrative)

What will you do:
Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments/feedback regarding products/services. Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services, or solutions. Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets company and client goals for levels of performance.

What are your responsibilities:

• Responsibilities for inbound or outbound call segment applies based on individual assignment.
• Successfully completes initial new Specialist training program and participates and completes all required learning and ongoing training
• Entering & processing orders
• Processing cancel/change requests
• Requesting reprints/credits
• Ensuring security and privacy of customer's information
• Providing education and support regarding products and services
• Probing to identify needs
• Acts/offers appropriate products, services, and solutions to meet customer needs
• Utilizes available resources appropriately to accurately enter data and service the customers
• Ensures appropriate follow-through steps are completed for each call
• Maintains complete and accurate records of all call activity as required
• Makes outbound calls to achieve the goals of assigned call segment
• Provides a basic level of customer support, but escalates more advanced problems to their Supervisor
• Maintains a professional appearance and a quality work environment that adheres to all safety and security policies
• Limited eligibility in off phone activities performing special assignments / team roles on a rotating basis or as required based on Supervisor's discretion
• Works within a team environment supporting both team objectives and overall Center objectives
• Monitoring of individual performance tracking data and provides input for Individual Development Plans

Do you have these skills or experience?

• HS Diploma/GED required
• Bilingual - Fluent in English & Spanish
• Minimum 0-2 years
• Previous customer service, banking or retail experience helpful
• Multitask ability
• Detail oriented
• Good communication and interpersonal skills
• Basic computer skills
• Ability to learn required information and ongoing training

Education & Knowledge Required

• HS Diploma/GED required