Contractor Customer Care Specialist I (Contract)

What you will do: Assist clients and customers via telephone, email, or chat with orders, inquiries, requests, problem resolution, and feedback regarding products/services. Consult clients and customers to identify additional needs related to products or services. Recommend appropriate products, services, or solutions. Work on assigned client programs. Perform duties in a courteous, efficient, and professional manner. Meet company and client goals for performance levels.

Responsibilities:

1. Inbound or outbound call segment responsibilities based on assignment.
2. Complete initial new specialist training program and all required learning and ongoing training.
3. Enter and process orders.
4. Process cancel/change requests.
5. Request reprints/credits.
6. Ensure customer information security and privacy.
7. Provide education and support regarding products and services.
8. Probe to identify customer needs.
9. Offer appropriate products, services, and solutions to meet customer needs.
10. Use available resources to accurately enter data and service customers.
11. Ensure appropriate follow-through steps for each call.
12. Maintain complete and accurate records of call activity.
13. Make outbound calls to achieve assigned call segment goals.
14. Provide basic customer support and escalate advanced problems to supervisor.
15. Maintain professional appearance and quality work environment adhering to safety and security policies.
16. Limited eligibility in off-phone activities performing special assignments or team roles based on supervisor discretion.
17. Work within a team environment supporting team and center objectives.
18. Monitor individual performance tracking data and provide input for Individual Development Plans.

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