What are the responsibilities and job description for the Customer Care Associate position at One Source?
Overview
The Customer Care Associate is responsible for responding to the client’s service issues, gathering information and directing them to the appropriate technical channels . The associate is responsible for maintaining excellence in relationships with clients, maintaining standards and conduct that reflect One Source values.
Responsibilities
Duties/Responsibilities:
Required Skills/Abilities:
The Customer Care Associate is responsible for responding to the client’s service issues, gathering information and directing them to the appropriate technical channels . The associate is responsible for maintaining excellence in relationships with clients, maintaining standards and conduct that reflect One Source values.
Responsibilities
Duties/Responsibilities:
- Effectively support inbound call and email handling for service issues . Gather appropriate client information as established by the Service Assurance service protocol and open service tickets within the appropriate repair ticketing database.
- Provide updates regarding service tickets as requested by clients if Service Assurance technicians are unavailable to do so.
- Demonstrate a clear understanding and use discernment on internal escalation processes, including notification to both management and other relevant OSC associates regarding critical client issues.
- Develop ability to navigate, utilize and maintain all pertinent internal databases to ensure timely and accurate documentation.
- Develop a basic understanding of core communications and IT technology, products and services .
- Manage personal work time responsibly and efficiently, ensuring personal conversations, phone calls and internet usage are kept to a minimum.
Required Skills/Abilities:
- The ability to define problems, collect data, establish facts, and draw valid conclusions is required . The individual should also be able to interpret an extensive variety of instructions and deal with several concrete variables.
- The ability to read and documents such as invoices is required . The individual should also be able to write routine reports and correspondence .
- The individual will have preferably earned a Bachelor’s degree (B. A.) from a four-year college or university . Graduation from high school or high school equivalent is required . Customer service experience is strongly preferred . Training and/or equivalent combination of education and experience will be considered . Network certifications are helpful but not required .
- To perform this job successfully, an individual should have knowledge of Microsoft Office programs (Word, Excel, PowerPoint, and Outlook) . Knowledge of accounting software, database software and/or project management software is helpful but not required .
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable associates with disabilities to perform the essential functions . While performing duties associated with position, the employee is regularly required to see, talk and hear. The employee is frequently required to stand, walk and sit .
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions . The noise level in the work environment is usually relatively quiet.
