Customer Care Associate II - FM
About The Position
This role provides customer service by responding to inquiries regarding product selection, services, and issues. Associates will be responsible for knowledge on 20,000 products and 3 catalogues. The position involves responding to customer order and quotation requests via telephone, email, written, and faxed correspondence within department service goals, performing necessary follow-up, and building relationships if assigned a specific customer base. The associate will research and suggest alternative products, provide representation of products to increase sales, and use a computerized system for tracking, information gathering, and troubleshooting. Responsibilities also include resolving customer issues, utilizing in-depth product knowledge for specialized calls, and potentially making outbound calls to vendors. The role requires selecting correct processes from prescribed rules, past practices, or instructions, seeking advice for non-routine issues, and understanding compliance if required for an assigned customer base. Complex or unusual problems are referred to a supervisor. The role operates under general supervision, exercising some judgment within well-defined policies and procedures, with work typically involving regular review by a senior coworker or supervisor.
Requirements
- Must be eighteen years of age
- Must pass the Drug Test
- Must pass the Background Check
- Must pass pre-employment tests if applicable
- HS Diploma or GED, strongly preferred.
- Generally 2 - 5 years of experience in area of responsibility.
Nice To Haves
- Ability to multitask smoothly and efficiently.
- Previous Customer Service experience.
- Industry product knowledge.
- Passion for customers and delivering top quality customer service.
- Ability to learn both independently and in group settings.
- Ability to work in a fast paced environment
- Basic level knowledge of Microsoft Office tools: Excel, Word and Outlook.
Responsibilities
- Responds to customer order and quotation requests received via the telephone, e-mail, written, and faxed correspondence within the department service goals.
- Performs necessary follow-up to ensure customer service expectations are met.
- Builds relationships if assigned a specific customer base.
- Researches and suggests alternative products to customers.
- Provides representation of products, increasing sales wherever appropriate or as requested.
- Uses computerized system for tracking, information gathering, and/or troubleshooting.
- Resolves customer issues including issuance of credit concessions.
- Utilizes in-depth product knowledge to answer more specialized product calls.
- May be responsible for outbound calls to vendors.
- Selects correct processes from clearly prescribed rules, past practices or instruction.
- Seeks advice and guidance on non-routine or problem areas from supervisor.
- Understands and supports compliance issues if required for assigned customer base.
Benefits
- Medical (with Prescription drug coverage)
- dental
- vision plans
- Health care and Dependent Care FSA (as applicable)
- 401(K) with company match
- Paid Holiday, Vacation, Personal Time, and Wellness Day
- Paid Sick Time
- Life and Accidental Death & Dismemberment Insurance
- Short and Long-term Disability Insurance
- Critical Illness Insurance
- Accident Insurance
- Whole Life insurance
- Commuter Benefits
- Tuition Reimbursement
- Employee Assistance Program
- Adoption and Surrogacy Assistance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
