Customer Care Service Rep I
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POST DATE 8/17/2016
END DATE 10/12/2016
Hunt Valley, MD
JOB DESCRIPTIONCustomer Care Service Rep I The Level 1 Customer Care Agent is the initial post sales contact and answers inbound phone calls, emails, and chat interactions with end users. This involves troubleshooting, researching solutions, and providing resolutions to Level 1 technical and service problems. The Agent ensures proper escalation procedures are followed while performing assigned functions according to standardized policies and procedures. The Agent is accountable for customer satisfaction by achieving certain prescribed, measurable performance goals on a daily basis. The agent will work an assigned shift, which may have varying start times.
Answers and responds to inbound calls, emails, and chats using documented procedures, available tools and supplied script(s) to assess customers technical support needs and handle/route accordingly to the satisfaction of the customer
Verifies all contact information
Creates tickets within supplied Customer Relationship Management (CRM) system
Documents problem definition
Documents and logs all contacts and actions into database per specified guidelines
Files appropriate data (soft and hard copies)
Provides direction to customers promoting online self-service and web based solutions
Creates temporary work-around for immediate customer issues when appropriate
Escalates to Technical Support unresolved customer issues
Provides customers with existing tickets status and routes call appropriately
Remains knowledgeable of performance requirements, product line and service offerings
Maintains awareness of and compliance with all Concentrix personnel policies
Achieves specified performance goals
Additional responsibilities as required
Exceptional Customer service skills required
Positions available for both English and English / Spanish
Ability to verbally communicate clearly and succinctly in English / English and Spanish
Ability to compose a grammatically correct, concise, and accurate paragraph in English / English and Spanish
High school diploma or equivalent
Ability to pass background and identity verification screen
Experience in customer/technical support and knowledge of CRM software preferred
Proficient working in a Windows environment with multiple applications and navigation between applications to research information.
Intermediate knowledge of PC and software applications including Microsoft Excel, Word and Outlook
Ability to type 40 WPM
Familiarity with common Internet browsers
Customer service orientation
Excellent oral and written communication skills
Ability to communicate technical issues clearly based on user level
Good reading and math skills
Aptitude to listen to callers description of problem; interpret, summarize and document
Strong interpersonal skills, ability to establish and maintain effective working relationships
Ability to handle stressful situations and bond professionally with frustrated customers
Ability to work during operational hours, Monday Friday, 8am 12:00am EST
What we Offer:
A rapidly growing company with significant career growth opportunities
A culture committed to teamwork and continuous improvement
An attractive compensation package including medical, dental; PTO, paid holidays.
A wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX), Concentrix is a leader in high-value global business services. It partners with its clients to deliver end-to-end customer engagement services, technology innovations, analytics, process optimization, and business improvements. The global business services firm transforms the customer experience, and streamlines front and back office and industry-specific processes to provide the highest value from every customer interaction. Based in 24 countries with a staff of more than 54,000 who speak 40 languages, Concentrix offers industry expertise in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public Sector, Media & Communications, Automotive and Travel, Transportation & Tourism.
235 Schilling Road, Suite 103
Hunt Valley, 21031
235 Schilling Road, Suite 103