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

VRC Companies Careers•Brooklyn Heights, OH

About The Position

The Customer Care Agent interacts with customers to provide information about services and handle and resolve complaints. The role includes responding to customer inquiries and requests, assessing customer needs, offering appropriate solutions, and following up to ensure issues are resolved. It also involves entering and updating account information, organizing and storing customer files, and completing special projects as needed. The position works with internal office, sales and development, records center, and management personnel, as well as external customers, potential customers, vendors, and suppliers. The stated schedule is Monday through Friday, 8:00 AM to 5:00 PM. The work environment may be hot in summer and cold in winter. The position requires regular standing and walking; occasional sitting, climbing or balancing, stooping, kneeling, or crouching; and handling, reaching, carrying, and lifting items weighing 10 to 50 pounds. The employee must also regularly talk, hear, read, and identify numbers accurately.

Requirements

At least one year of experience.
Proven customer support experience.
Knowledge of English and grammar.
A pleasant telephone voice and manner.
Some computer knowledge.
Ability to operate simple office equipment sufficiently to perform the job.
Typing skills, preferably 45–55 words per minute, with 95–100% accuracy.
Ability to use 10-key by touch.
Ability to work as part of a team with the Customer Care 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.
Ability to tolerate heat in summer and cold in winter.
Ability to regularly stand and walk; occasionally sit, climb or balance, stoop, kneel, or crouch; and reach, handle, carry, and lift between 10 and 50 pounds.
Ability to regularly talk, hear, read, and identify numbers for accurate order filling and receipt of material.

Responsibilities

Train, explain tasks, and assist in resolving customer problems.
Answer incoming phone calls, faxes, and emails and respond to customer requests.
Identify and assess customer needs to achieve satisfaction.
Handle complaints, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
Engage customers and make an extra effort to meet their needs.
Enter new box information for all accounts.
Make computerized location changes, assign customers to new departments in the computer, and send computer input to a printer for printouts.
File paperwork from the ready-to-be-filed tray in each customer’s folder.
Store the previous month’s files in VRC boxes at the end of each month.
Work on special projects as required by the Customer Service Manager or Director of Operations, or as needs arise.