Customer Care Representative (Call Center)

Scouting America•Charlotte, NC

2d•Hybrid

About The Position

The Customer Care Representative handles a variety of customer interactions through phone, email, chat, and social media. This includes answering questions, troubleshooting issues, processing requests, and offering helpful solutions. Actively listens to customer feedback and identifies areas for improvement.

Requirements

High School Diploma or equivalent
Minimum of two (2) years of experience in customer service, preferably in a call center or related setting.
Knowledge of customer service best practices and etiquette; relevant industry regulations and compliance requirements and customer relationship management (CRM) systems.
Skill in verbal and written communication; active listening and problem-solving; using various communication tools and systems; adaptability and resilience in handling challenging situations.
Strong typing skills.
Ability to prioritize tasks and manage multiple deadlines; work independently and as part of a team; remain calm and professional under pressure; maintain respect for and empathy with customers and their needs.
Located in Charlotte, NC area.

Responsibilities

Respond promptly and professionally to customer inquiries across various channels.
Accurately diagnose and resolve customer issues within established turnaround times.
Provide clear and concise information about products, services, and policies.
Research and escalate complex issues to appropriate teams for resolution.
Proactively identify and address customer concerns, going the extra mile to ensure satisfaction.
Document interaction details accurately and consistently for future reference.
Generate customer satisfaction reports and identify trends for improvement.
Attend regular training sessions to stay updated on product knowledge and best practices.
Contribute to a positive and supportive team environment.
Performs other job-related duties as assigned.