What are the responsibilities and job description for the Customer Resource Agent, Customer Care position at MSC?
Brief Position Summary
The Customer Resource Agent is an entry-level position that works in a high-performance customer care environment providing excellent customer care to established Tier II Redistribution customers through various communication channels.
DUTIES And RESPONSIBILITIES
EDUCATION And EXPERIENCE
The Customer Resource Agent is an entry-level position that works in a high-performance customer care environment providing excellent customer care to established Tier II Redistribution customers through various communication channels.
DUTIES And RESPONSIBILITIES
- Provide personalized customer service by use of interpersonal skills, establishing rapport, and presenting a positive, friendly attitude.
- Using multiple forms of communication (phone-within call center environment, web, email, & chat) solve customers needs while delivering excellent customer service this includes but not limited to order tracking/tracing, delivery status, and RMA entry.
- Accurately update systems with status details and other information relating to the customer s needs.
- Work closely with management to resolve customer questions/concerns.
- Fosters the MSC Culture in the department and throughout the company in order to ensure unity of vision and fulfillment of MSC s mission.
- Meet or exceed all assigned operational, customer-experience and service level metrics consistently.
- INDICATES ESSENTIAL DUTIES
EDUCATION And EXPERIENCE
- High School diploma or the equivalent required.
- Customer service and/or Call Center and/or Web based internet chat experience preferred.
- Strong verbal and written communication skills required including the ability to communicate with standard grammar.
- Accurate typing and data entry skills required.
- Above average computer knowledge/technical skills required (such as: proficient at using search tools, web browsers, email features, attaching files to correspondence, utilizing tracking tools, website functionality, and web chat)
- This position may require access to International Traffic in Arms Regulations Information ( ITAR ) and/or Controlled Unclassified Information ( CUI ).
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