Contractor Customer Care Specialist I

What you will do: Assists clients and customers via telephone, email, or chat with orders, inquiries, requests, problem resolution, and comments/feedback regarding products/services. Consults with clients and customers to identify additional needs related to products or services. Recommends appropriate products, services, or solutions. Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets company and client goals for levels of performance.

Your Responsibilities:

• Successfully completes initial new Specialist training program and participates in all required learning and ongoing training.
• Entering & processing orders
• Processing cancel/change requests
• Requesting reprints/credits
• Ensuring security and privacy of customer information
• Providing education and support regarding products and services
• Probing to identify needs
• Acts/offers appropriate products, services, and solutions to meet customer needs
• Utilizes available resources appropriately to accurately enter data and service customers
• Ensures appropriate follow-through steps are completed for each call
• Maintains complete and accurate records of all call activity
• Makes outbound calls to achieve goals of assigned call segment
• Provides a basic level of customer support, escalating more advanced problems to supervisor
• Maintains a professional appearance and a quality work environment that adheres to safety and security policies
• Limited eligibility in off-phone activities performing special assignments/team roles on a rotating basis or as required
• Works within a team environment supporting team and center objectives
• Monitoring of individual performance tracking data and provides input for Individual Development Plans

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