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

VRC Companies Careers•Montebello, CA

About The Position

The Customer Care Agent interacts with customers to provide information about services, respond to inquiries, and handle and resolve complaints. The role includes responding to customer requests by phone, fax, and email; assessing customer needs; providing solutions and alternatives; and following up to confirm resolution. The agent also performs account and records-related data entry, organizes customer paperwork and monthly files, and supports special projects as required by management or operational needs. The position requires effective collaboration with customers, vendors, suppliers, and internal teams, along with the ability to retain information about service lines, prices, and delivery times. The work environment may be hot in summer and cold in winter. Physical duties include regular standing and walking, occasional sitting, climbing or balancing, stooping, kneeling, or crouching, and reaching, handling, carrying, and lifting items weighing 10 to 50 pounds.

Requirements

At least 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, 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, provide appropriate solutions and alternatives within time limits, and follow up to ensure resolution.
Engage customers and make extra efforts to support them.
Enter new box information for all accounts.
Perform computer data entry, including location changes, assigning customers to new departments, and sending computer input to a printer for printouts.
Take paperwork from the ready-to-be-filed tray and place it in the appropriate customer 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.