Customer Care Agent

Vital Holdings LLC•Woodbridge Township, NJ

8h•Onsite

About The Position

This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints. The agent will train, explain tasks, and assist in the solution of customer problems, answer incoming phone calls, faxes, emails, and respond to customer requests. They will identify and assess customer’s needs to achieve satisfaction, handle complaints, and provide appropriate solutions and alternatives within time limits, following up to ensure resolution. The role also involves going the extra mile to engage customers, keying in new box information for all accounts, making computerized location changes, assigning customers new departments, and sending computer input to the printer for printouts. Additionally, the agent is responsible for filing paperwork from the “ready to be filed tray” into each customer’s folder and storing previous month's files in VRC boxes at the end of each month. Special projects as required by the Customer Service Manager or Director of Operations may also be assigned.

Requirements

Ability to work on a team including with the Customer Service Manager and Director of Operations to ensure proper customer service is being delivered.
Must have some computer knowledge.
Must be able to work with internal office personnel, sales & development representatives, records center personnel, and management.
Ability to work with external customers, potential customers, vendors, and suppliers.
Able to retain knowledge of services lines, prices, and delivery times.
Ability to multi-task, prioritize and manage time effectively.
Flexible, spontaneous, and able to deal with the unexpected.
One (1) years’ experience.
Knowledge and ability-English and grammar.
Pleasant telephone voice/manner.
Ability to operate simple office equipment sufficiently to perform the job.
Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy.
Must have proven customer support experience.
Must know 10-key by touch.

Responsibilities

Train, explain tasks, and assist in the solution of customer problems.
Answer incoming phone calls, faxes, emails and respond to customer requests.
Identify and assess customer’s needs to achieve satisfaction.
Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
Go the extra mile to engage customers.
Key in new box information for all accounts.
Data entry includes making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
Responsible for taking paperwork from the “ready to be filed tray” and placing it in each customer’s folder.
At the end of each month, responsible for storing 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.