Customer Care Specialist I

GENERAL DESCRIPTION: The Customer Care Representative I:

Provides service or product information, solutions and relevant details to customers. Answers phones, provide troubleshooting information, report and analyze Forever Business Owners’ (FBOs) information and needs. They are also responsible to upsell/cross-sell and make outbound phone calls to FBO’s and customers with the intent to increase sales and maintain company relationships with current FBO’s and customers.

Essential Duties/Responsibilities/Functions

• Creates a positive customer experience on all calls; positively impacts the customer’s experience and demonstrates a passion for excellence with respect to treating and caring for customers.
• Answers calls and respond to emails in a prompt and courteous manner reflecting a positive, friendly, warm telephone tone and persona.
• Handles customer inquiries both telephonically and by email when necessary.
• Learns and maintains thorough knowledge of all products and becomes a product expert; describes products and services; provides customers with accurate product information.
• Identifies and escalates priority issues while showing empathy.
• Documents all call information according to standard operating procedures. Maintains a balance between company policy and customer benefit in decision making.
• Identifies opportunities for sales and effectively presents key features and advantages of the company products or services.
• Responds to emails and social media messages made to the company.
• Maintains regular and punctual attendance at work.
• All other duties as assigned.
  
  

Qualifications & Skills Required To Perform Job Duties

• Possess a superior breadth of customer care experience and demonstrated knowledge of customer service principles and practices along with a true desire to exceed customer’s expectations.
• Strong verbal and written communication skills and proper grammar in English, Spanish or other specified foreign language, as well as active listening skills; ability to ‘walk’ FBO or customer through sales or service processes.
• Strong interpersonal, organizational, decision making, problem solving and analytical skills and abilities to effectively analyze and resolve issues.
• Professional upbeat telephone voice and etiquette.
• Pleasant, outgoing, proactive, positive demeanor including ability to build rapport with customers. Self-motivated, goal oriented, dependable, high-energy level, sales driven with perseverance.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Ability to learn and maintain a thorough knowledge of the service or product and be able to describe its functions, features and details to FBO’s.
• High proficiency with a variety of computer software and hardware components.
• Good data entry and typing skills (45 wpm).
• Sound ability to work effectively in a high-volume environment.
• Knowledge of sales principles and methods.
• Solid attention to detail.
• Ability to build positive rapport with customers.
• Flexible thinker.
• Ability to effectively tolerate stress.
• Ability to persuade potential customers to purchase product(s) and/or service(s).
• Problem solving skills and ability to effectively analyze and resolve issues.
• Professional presentation and appearance.
• Self-motivated, goal oriented, dependable, high energy level, sales driven individual with a positive attitude and perseverance.
• Able to follow directions, accept constructive feedback and incorporate recommendations into work.
• Possess a genuine interest in and enjoys working with clients and developing healthy relationships.
• Ability to learn and maintain good knowledge of all company services and products.
  
  

Education And/Or Experience Required

• High school diploma or equivalent.
• One year of bilingual customer service work experience preferred.
• Six months of bilingual work experience within a call center or similar environment preferred.
• Three to six months of sales (retail, cross sales, up-sell) work experience.