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

VRC Companies Careers•Hudson, NH

About The Position

The Customer Care Agent interacts with customers to answer questions about services and handle or resolve complaints. The role includes answering incoming phone calls, faxes, and emails; assessing customer needs; providing appropriate solutions; and following up to ensure issues are resolved. The agent also enters and updates account information, handles customer files, and works on special projects as needed. The position is scheduled Monday through Friday, 8:00 AM to 5:00 PM.

Requirements

At least one year of experience.
Proven customer support experience.
Knowledge of English and grammar.
Pleasant telephone voice and manner.
Some computer knowledge and the 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, 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 and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution.
Engage customers and go the extra mile to support them.
Enter new box information for all accounts.
Make computerized location changes, assign customers to new departments in the computer, and send 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.