What are the responsibilities and job description for the Customer Care Support Representative - Digital Web position at MSC Industrial Supply?
BRIEF POSITION SUMMARY :
The position of Customer Care Support Representative - Digital Web is responsible for the interaction with website support customer requests utilizing a variety of methods such as telephone, email, chat and SMS. These representatives are accountable to driving a seamless experience for our customers that use MSC’s digital solutions.
DUTIES AND RESPONSIBILITIES
- Provides exceptional customer service and effortless experiences in accordance with MSC standards to ensure customer satisfaction, account retention and revenue generation by engaging customers through MSC’s telephony and digital platforms.
- Possesses strong knowledge of MSC’s website and digital solutions for the support and promotion of internal and external customers with basic technical issues.
- Utilizes strong sales skills to offer related products, services and digital solutions to increase customer penetration.
- Troubleshoots and resolves complex customer issues and concerns (including but not limited to billing, credits, returns, payments, sourcing, pricing, availability, product recommendations & account related questions) using the most efficient and cost-effective resources and processes, utilizing common and alternative sources of information.
- Assists customers through multiple modalities (including but not limited to chat, email, voice and future channels such as SMS and social) to ensure full support of customer service functions and standards.
- Remains up to date with all website functions and resources to service the customer.
- Demonstrates a basic understanding of ControlPoint (CMI / VMI / Vending)
- Identifies initiatives to enhance customer satisfaction and communicates these to appropriate channels for implementation as needed.
- Provides guidance and support to associates needing assistance with the resolution of customer issues.
- Promotes company initiatives at a department level in a changing environment.
- Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
- Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.
- Participation in special projects and performs additional duties as required
QUALIFICATIONS
What You Need :
o Customer Focus
o Decision Quality
o Drives Collaboration
o Develops Talent
o Communicates Effectively
o Instills Trust
Bonus Points If You Have :
Other Requirements :
To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.
Compensation starting at $18-21 / hour dependent on candidate location and experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
Salary : $18 - $21
