What are the responsibilities and job description for the Consumer Inbound Program Customer Care Rep position at Alta Resources?
Alta Resources is Hiring!
Summary
The Customer Care Representative position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will involve work activities in many capacities including, but not limited to : inbound and / or outbound phone calls, email, sample fulfillment, data entry, and validation of orders.
The Customer Care Rep will also handle complex compliance issues as they will be supporting an Alta client that may be regulated by a federal and / or state government agency. Additional duties may include updating reports, assist in the final testing of new surveys and processes, and some data analysis. This role is responsible to facilitate, analyze and resolve any customer issues, provide product support and / or investigate questions or follow up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty. This Role will also work to resolve transferred call issues and answer process questions, all following a designated escalated system process designed by Alta's Client.
Essential Duties & Responsibility
- Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques.
- Builds relationships and rapport with customers through a conversational and consultative approach.
- Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and / or detailed product information with a sense of urgency while using a positive and empathic approach at all times.
- Handles complex compliance issues as Alta's client may be regulated by a federal and / or state government agency.
- Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis.
- Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management.
- Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed.
- Takes the initiative to obtain and consistently upgrade product knowledge.
- Escalates issues and reports quality issues per procedures.
- Identifies potential sales opportunities with consumers regarding their product needs, or up selling related products.
- Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
- Recommends improvements to management in service, product, procedures, and / or packaging to support operational excellence or to prevent future issues of a similar nature.
- Report any training needs or system error / discrepancies to the supervisor.
- Complete other tasks as deemed appropriate by supervisor.
- Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.
- Other duties may be assigned.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and / or EXPERIENCE
TECHNOLOGY SKILL BASE
This position requires a working knowledge of computer technology that includes, but is not limited to : Beginner to Intermediate Word, Excel, PowerPoint, and Microsoft Outlook. Must be able to effectively and efficiently utilize multiple Internet search windows. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.
LANGUAGE SKILLS
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS
Basic addition, subtraction, multiplication, and division skills.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Work Environment
Alta Resources is an equal employment opportunity employer.
Neenah, WI | Brea, CA | Fort Myers, FL | Pasig City, PH | Belize City, BZ | Mexico City, MX
About Us | Careers | Need Assistance | 877.464.2582 | Privacy Policy
