Title: Customer Care Representative
Reports to: Manager, Contact Center
Department: Customer Service FLSA
Position Summary: The Customer Service Representative ensures the proper functioning of the Customer Care Department assisting customers with technical issues, problem solving, escalating situations, and keeping management informed about calls and trends. No sales required.
Responsibilities:
• Answer inbound phone calls, make outbound calls, respond to e-mails, and manage chat sessions as assigned in accordance with established service level objectives.
• Handle requests from Top VIP customers, open cases as needed and follow up on resolution with customer.
• Handle a complete range of inquiries with an exceptional quality of interaction, clarifying root cause of problems, researching answers, providing solutions, and exploring alternatives.
• Provide product, program, compensation plan, and business information, as necessary.
• Assist with order processing, enrollments, refunds and setting up new customers; issue RMAs if needed.
• Provide basic technical support for the back-office systems; escalate advanced issues to the IT Support staff.
• Identify, report, and follow-up on website issues to ensure corrective action is taken.
• Provide daily updates to department management regarding the overall nature of inbound calls, e-mails or chats, and any trends or concerns detected.
• Escalate unresolved problems when necessary.
• Document all information according to Standard Operating Procedures.
• Represent the MONAT brand, maintaining a professional, competent, and positive demeanor always.
Minimum Job Requirements:
Education, Knowledge, and Experience:
• Requires a High School Diploma and 1-3 years of related experience or may have 0 years of experience plus additional training, or certification.
• Minimum 2 years of Contact Center Customer Care experience
• Knowledge of Microsoft Office Programs (e.g., Outlook, Word, Excel, etc.)
• Bilingual - English and Spanish
Skills:
• Gaining or has attained full proficiency in a specific area of discipline.
• Works under moderate supervision.
• Executes against deliverables on-time and achieves desired results.
• Ability to work from home in a fast-paced environment, ensuring access to a quite workspace and high-speed internet.
• Customer Service - Excellent telephone personality and style; exceptional understanding of customer service principles and practices.
• Proficient in Written and Verbal Communication Skills - Both in Spanish and English. Conveys written information clearly and effectively through both formal and informal documents. Conveys information orally, in such a way that the recipient(s) comprehends the message.
• Listening- Listens for clear comprehension and understanding of the customer’s needs.
• Problem solving - Generates effective solutions to problems, considering unique aspects of situations, negotiating compromises, suggesting alternative solutions, and balancing business needs with customer´s needs.
• Organization and Administration - Uses system and tools to complete each transaction with maximum efficiency, detail and in compliance with high quality standards and standard operating procedures.
• Team Player - Demonstrated ability to work with others in a virtual collaborative environment.
Physical Requirements:
• Must be able to regularly stand, walk, sit, use hands to finger, handle or feel, talk, or hear.
• Specific vision abilities required by this job include close vision; distance vision; peripheral vision; depth perception; ability to adjust focus
