Customer Care Representative

Alta Resources • Fort Myers, FL

5d

About The Position

The Customer Care Representative provides professional, high-quality customer service and sales support to existing and prospective customers using a consultative approach. Work may include inbound and outbound phone calls, email, sample fulfillment, data entry, and order validation. The representative supports an Alta client that may be regulated by federal or state government agencies and handles complex compliance issues. The role also facilitates, analyzes, and resolves customer issues, provides product support, investigates questions, and follows up accurately and promptly to support customer retention and loyalty. The representative handles transferred-call issues and process questions according to the client’s escalation procedures. The position may also involve updating reports, assisting with final testing of surveys and processes, and data analysis.

The role requires maintaining accurate records in CRM and client systems, meeting team and client performance goals, prioritizing multiple tasks, and working with clients and coworkers. Regular attendance, punctuality, and adherence to an agreed schedule are essential. Work may be onsite during hours designated by the client, though employees may sometimes work offsite due to business functions.

Requirements

• High school diploma or equivalent (GED or HSED).
• Previous work experience in customer service, sales, training, or member retention.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to build rapport and relationships with customers and coworkers, and to communicate negative information tactfully.
• Patience, empathy, and strong listening skills, with the ability to address customer needs in a timely and satisfactory manner.
• Ability to remain composed while diffusing and professionally negotiating high-tension situations.
• Strong retention skills and ability to follow process flows or scripts as needed.
• Self-motivation and ability to prioritize complex responsibilities, multitask, and work with minimal supervision.
• Strong organizational, time-management, attention-to-detail, and accuracy skills; ability to remain focused on repetitive tasks.
• Logical decision-making, troubleshooting, and problem-solving skills, including sound judgment, issue ownership, appropriate escalation, and customer follow-up.
• Ability to protect sensitive and private client and customer information in accordance with company policies and regulatory requirements.
• Flexibility and adaptability to changing business and team needs.
• Ability to meet deadlines and performance metrics, work independently and as part of a team, and contribute to team goals.
• Ability to accept and apply coaching and feedback.
• Reliability and a strong work ethic.
• Ability to learn complex program and product knowledge quickly.
• Ability to use a PC and navigate multiple software applications in a Windows environment while speaking with a customer by phone using a headset.
• Efficient and accurate data entry and typing/keyboard proficiency.
• Polished phone demeanor, tone, and etiquette.
• Working knowledge of Microsoft Word, Excel, PowerPoint, and Outlook, and ability to use multiple internet search windows and learn new software and technology applications.
• Ability to read and comprehend simple instructions, correspondence, and memos; write simple correspondence; and present information effectively in one-on-one and small-group situations.
• Basic addition, subtraction, multiplication, and division skills.
• Ability to apply common-sense understanding to written, oral, or diagrammed instructions and solve problems involving several concrete variables in standardized situations.

Nice To Haves

• Post-high-school education is preferred.
• Industry experience or experience in another service-related industry is a plus.
• Beginner-to-intermediate knowledge of Microsoft Word, Excel, PowerPoint, and Outlook is desired.

Responsibilities

• Deliver professional, high-quality customer service and support using strong communication skills and effective telephone techniques.
• Build customer relationships and rapport through a conversational, consultative approach.
• Troubleshoot and resolve customer concerns by providing solutions, recommendations, replacements, and product information, and by gathering sensitive information when necessary.
• Handle complex compliance issues for a client that may be regulated by federal or state agencies.
• Complete, maintain, and process paperwork and records accurately in CRM, client systems, and other technology.
• Balance orders, update reports, assist with final testing of surveys, and perform some data analysis as needed.
• Prioritize and complete daily tasks within established timelines with minimal management direction.
• Meet team and client performance metrics, goals, and deadlines in a fast-paced environment, and provide backup support to other teams as needed.
• Maintain and improve product knowledge.
• Escalate issues and report quality concerns according to procedures.
• Identify potential sales opportunities and opportunities to recommend related products.
• Work with clients, coworkers, and people at all organizational levels to provide updates and reporting as needed.
• Recommend improvements to services, products, procedures, or packaging to support operational excellence and prevent recurring issues.
• Report training needs and system errors or discrepancies to a supervisor.
• Complete other tasks as directed by a supervisor.
• Maintain regular attendance, punctuality, and adherence to the agreed-upon schedule.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED