Andersen Customer Care Rep

Alta Resources•Neenah, WI

About The Position

The Customer Care Representative role offers professional, high-quality, and "best-in-class" service (and sales support) to both existing and prospective customers. This is achieved through a consultative approach that aligns with the culture and values of Alta and our clients. The main contact type we have is inbound customer service, however, responsibilities in this position are diverse and include, but are not limited to, managing inbound and outbound phone calls, email, chat, letters, faxes, mail, and sample fulfillment, data entry, surveys, order validation, and social media interactions. Additional duties may involve updating reports, assisting with the final testing of new surveys and processes, and performing basic data analysis. The representative will be responsible for addressing customer issues, offering service installations, meeting metric goals, de-escalating customers, providing product support, and resolving inquiries in a timely and accurate manner to ensure customer satisfaction, retention, and loyalty. The current hours of operation are Monday through Friday from 7:00 AM to 6:00 PM, and rotational Saturday 8:00AM to 3:30PM. The Salary Grade for this position is JJ.

Requirements

High school diploma or equivalent (GED, HSED) required. 2 years of post-high school education, technical training or equivalent, relevant work experience required.
A minimum one year customer service experience in a call center or dealership environment.
Ability to quickly learn complex programs and product knowledge, work on a PC, accessing and navigating multiple software applications in a Windows environment while talking to the customer on the phone via a headset at the same time.
Keying data entry efficiently and accurately with proficiency in typing/keyboard is required.
Polished phone demeanor, tone, and etiquette is required.

Nice To Haves

Intermediate knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook is desired.

Responsibilities

managing inbound and outbound phone calls, email, chat, letters, faxes, mail, and sample fulfillment
data entry
surveys
order validation
social media interactions
updating reports
assisting with the final testing of new surveys and processes
performing basic data analysis
addressing customer issues
offering service installations
meeting metric goals
de-escalating customers
providing product support
resolving inquiries in a timely and accurate manner to ensure customer satisfaction, retention, and loyalty