Representative I (Remote), Customer Care
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About The Position
The primary responsibility of the entry level Customer Care Representative is to provide best in class customer service. This position interacts with customers by telephone or email, to answer questions and resolve issues. This position may be full-time or part-time and have the ability to work from home based on the needs of the business. If you are interested in career advancement at Estes, this is the position for you! Schedule, verify, and investigate pickups, resolve problems, direct customer concerns to appropriate party for further assistance and final resolution. Identify and overcome customer objections and complaints by responding to inquiries with clarifying information through research. Keep management informed, escalating issues as needed. Build rapport with customers by greeting them in a courteous, friendly, and professional manner. Document all contact call or e-mail details in Customer Relationship Management (CRM) system according to standard operating procedures. Maintain Quality Assurance requirements and other key performance metrics. Participate in all department meetings. Responsible for the maintenance of all Company issued equipment in good working order. Accountable for immediately reporting internet, power or other connectivity issues to management. Provide customers with product and service information, recognizing opportunities to upsell. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. May provide incidental coverage for receptionist when needed. Regular attendance is required. This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.
