Customer Care Agent

Vital Holdings LLC•Reno, NV

2d•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 role involves training, explaining tasks, and assisting in the solution of customer problems. It requires answering incoming phone calls, faxes, and emails, identifying and assessing customer needs to achieve satisfaction, and handling complaints with appropriate solutions and alternatives within specified time limits, followed by ensuring resolution. The agent is expected to go the extra mile to engage customers, key in new box information for all accounts, and perform data entry including computerized location changes, assigning customers new departments, and sending computer input to the printer. Additionally, the role includes filing paperwork, storing previous month's files in VRC boxes at the end of each month, and working on special projects as required.

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.

Nice To Haves

Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy.

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.