JOB TITLE: Customer Care Specialist Level I DEPARTMENT: Payments Systems 

REPORTS TO: Director of Products and Marketing Ops CLASSIFICATION: Non-Exempt

SUMMARY: The Customer Care Specialist Level I initiate, coordinates, and executes incoming customer issues from agents, stores, and customers. 

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Communicates with agents, stores, or customers by telephone or email to provide further information regarding products or services.
• Follows up with POM’s agents, stores, or customers to ensure that their issues are sufficiently resolved.
• Prepares reports providing detailed information regarding personal customer information, unresolved matters, action taken, and any relevant comments or notes.
• Collects the required information regarding matters or complaints that require further attention.
• Maintains records of all transactions and interactions made with customers. 
• Provides comprehensive data service to the customers and advises on POM available services and products.
• Makes decisions about the complaint’s genuineness and determines possible reasons behind every complaint.
• Ensures that the information regarding customer requests and complaints is provided accurately and efficiently.
• Communicates effectively and successfully with customers from diverse backgrounds.
• Performs other duties as assigned by supervisor.

QUALIFICATIONS:

• Bilingual Spanish and English preferred.
• Minimum of two years of experience.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office 
• Keystrokes a minimum of 50 wpm.
• Commitment to excellence and high standards.
• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
• Strong interpersonal skills.
• Ability to understand and follow written and verbal instructions
• Ability to deal effectively with diverse individuals at all organizational levels.
• Good judgment with the ability to make timely and sound decisions
• Creative, flexible, and innovative team player
• Ability to work independently and as a member of various teams and committees.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Acute attention to detail.
• Demonstrated ability to plan and organize projects.

PHYSICAL REQUIREMENTS:

While performing the duties of this job, the employee is frequently required to do the following:

• Sit for prolonged periods.
• Perform repetitive motion.
• Must be able to lift to 15 pounds at times.
• Coordinate multiple tasks simultaneously.

WORK ENVIRONMENT:

• The primary work site will be at the corporate office in Syosset, New York, or within that general area (Long Island/Queens).

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Requirements represent minimum levels of knowledge, skills, and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.