Senior Customer Care Representative

Little Caesars•Atlanta, GA

6d•Onsite

About The Position

This is a fast-paced, team-oriented position that supports the Customer Service Manager in coaching, supporting, and training Customer Service Representatives. The role involves providing accurate information to customers and colleagues while exhibiting exemplary customer service skills. The Senior Customer Care Representative will assist Customer Care Representatives with problem-solving, support accounting functions on the internal website, promote teamwork, and facilitate new hire training. This role also handles escalated calls, assists with call monitoring and coaching, works with Blue Line Centers on scheduling, performs all functions of a Customer Care Representative, and completes daily reports and special projects.

Requirements

Bachelor’s degree in Business, Marketing, Sales, or related discipline. Equivalent experience may be considered.
Minimum of four (4) years’ experience in a sales or customer service environment.
Evidence of ability to establish, maintain and retail loyal relationships while managing service requirements of all levels of customers.
Evidence or ability to handle escalated customer calls, customer service strategies, and providing work direction.
Demonstrated analytical and problem-solving capabilities.
Demonstrated organization and planning skills with the ability to prioritize and manage multiple concurrent activities.
Evidence of a high level of communication skills, including written, verbal and presentation abilities.
Proficiency with Microsoft applications, email systems, database, and web-based technology.
Ability to travel as necessary and adhere to the corporate travel policies.

Responsibilities

Assists Customer Care Representatives with their problem-solving abilities and techniques to ensure all customer issues are resolved in an appropriate and timely manner.
Supports Customer Care Team with all Accounting functions on the internal website (i.e. invoicing, re-routes, delivery fee removal).
Promotes teamwork within the Customer Care Department and contributes to positive team morale.
Assist Customer Care Manager and facilitates the new hire training process for Customer Care Representatives and reinforces current procedures.
Provide input in the assessment of training needs and skills requirements of the department.
Handles escalated calls not handled by Customer Care Representatives.
Assist Customer Care Manager with call monitoring and resulting coaching or documentation.
Work with Blue Line Centers on scheduling issues and late trucks.
Perform all functions and responsibilities of a Customer Care Representative including but not limited to inbound calls, outbound calls and onsite visits.
Complete daily reports for the Customer Care department.
Completes special projects and all other duties as assigned.