What are the responsibilities and job description for the Customer Care Coordinator position at Rockline Industries/Iatric?
Join our team as a Customer Care Coordinator, where you'll manage consumer feedback and comments. This involves direct communication with customers, data analysis, and cross-department collaboration. You’ll address quality concerns, and create impactful resolutions. Be part of a team that values innovation, professionalism, and continuous improvement!
ESSENTIAL ACCOUNTABILITIES:
• Communicates with consumers regarding product complaints on a regular basis and follows up as needed.
• Manages consumer comments and complaints by entering gathered information into the Complaint/Communication Tracking System.
• Provides graphical data analysis/metrics of the complaints received and key quality metrics as required.
• Identifies trends of potential quality deficiencies and work with site QA to address.
• Maintains customer specifications using on-line website databases.
• Creates creative and professional presentations utilizing data and metrics for monthly reporting or per request.
• Effectively communicates with all business units at Rockline as well as claims departments within insurance companies.
• Provides administrative support to Global Quality Assurance.
• Distributes technical information as needed (such as Safety Data Sheets and Technical Data Sheets.)
• Provides data entry/document assembly/distribution/filing of correspondence, reimbursement, coordinating Insurance Claims, supporting documentation for payouts, and other support as needed.
• Demonstrate commitment to Rockline’s RRITE Values of Renew, Respect, Integrity, Teamwork, and Excellence.
• Associates have a direct and important role in ensuring that all work is performed in a safe manner. Effectiveness in carrying out this responsibility is part of each associate’s essential accountabilities.
• Contribute to a cooperative working effort by demonstrating a willingness to perform other job-related work, as needed or requested.
QUALIFICATION REQUIREMENTS:
• High School diploma or equivalent also required. Degree in a Business/Administrative Professional field is highly preferred
• Minimum of two years of demonstrated administrative assistant, clerical, office or customer service experience will be required.
• Must be an effective user of Microsoft Excel (Pivot tables is highly preferred), Word, PowerPoint and Outlook.
• Must have the ability to contact consumers directly and assertively to obtain complaint information and provide resolution.
• The ability to effectively navigate on websites for research, data collection and perform data entry effectively and accurately.
Candidate must live in Wisconsin area. Flexible work schedule
