Customer Care Agent - Mon–Fri 8:00 AM – 5:00 PM

Vital Holdings LLC•Brooklyn Heights, OH

2d•$19 - $20

About The Position

The Customer Care Agent interacts with customers to provide information in response to inquiries about services and to handle and resolve complaints. The role responds to customer requests through phone, fax, and email, identifies customer needs, and follows through on solutions. It also performs account data entry and records filing and storage tasks, and may work on special projects as needed. Duties and responsibilities may change at any time.

Requirements

One year of experience.
Knowledge of English and grammar.
Pleasant telephone voice and manner.
Ability to operate simple office equipment sufficiently to perform the job.
Typing skills, preferably 45–55 words per minute, with 95–100% accuracy.
Proven customer support experience.
Ability to use 10-key by touch.
Some computer knowledge.
Ability to work as part of a team, including with the Customer Service Manager and Director of Operations, to ensure proper customer service.
Ability to work with internal office personnel, sales and development representatives, records center personnel, and management.
Ability to work with external customers, potential customers, vendors, and suppliers.
Ability to retain knowledge of service lines, prices, and delivery times.
Ability to multitask, prioritize, and manage time effectively.
Flexibility and ability to deal with unexpected situations.

Responsibilities

Train others, explain tasks, and assist in solving customer problems.
Answer incoming phone calls, faxes, and emails, and respond to customer requests.
Identify and assess customer needs to achieve satisfaction.
Handle complaints and provide appropriate solutions and alternatives within time limits, following up to ensure resolution.
Engage customers and go the extra mile to support them.
Enter new box information for all accounts.
Perform data entry, including computerized location changes, assigning customers to new departments in the computer, and sending computer input to the printer for printouts.
File paperwork from the ready-to-be-filed tray in each customer’s folder.
At the end of each month, store the previous month’s files in VRC boxes.
Work on special projects as required by the Customer Service Manager or Director of Operations, or as needs arise.