What are the responsibilities and job description for the Contract Customer Care Specialist position at Purchasing Power?
Work at Purchasing Power
Position: Contract Customer Care Specialist
Location: Atlanta/Hybrid work model
Who Are We: Purchasing Power (corp.purchasingpower.com)
We are an Atlanta-based voluntary benefit company offering an industry-leading employee purchase program for brand-name consumer products, online education services and travel offerings through convenient payroll deduction, helping employees achieve financial flexibility.
The Opportunity: The Contract Customer Care Specialist will assist in uncovering opportunities in our processes and offering recommendations in resolving customer concerns in an accurate and timely manner. This position will work cross functionally to effectively identify any service-related issues, while balancing both the needs of the customer and the business. The ideal candidate will support service recovery initiatives through three focus areas: research, service, and operations. You will be tasked with following the escalations paths designed to regulate efficiencies in each respective workflow which in turn will increase customer satisfaction.
What You Will Do:
- Effectively, research, and resolve customer issues via multiple work queues (including Social Media sites) in a courteous and timely manner
- Determine the root cause of customer complaints and provide appropriate corrective actions following the provided escalations paths for resolution
- Serve as liaison between customer support team, management, and customer to improve customer service and business productivity
- Share customer feedback on needed enhancements to business processes and work environment to help improve program offerings
- Assists in the development, testing, and communication of operational policies and procedures
- Follow customer service programs and strategies to provide outstanding service
- Document routine customer correspondence for future reference purposes
- Assist in training and mentoring new peers on customer support and department guidelines
The Experience You Will Bring:
- 3 years of experience in customer support/contact center or sales support
- Advanced level computer skills with basic Microsoft programs (Excel, Word, Outlook)
- Strong verbal and written communications and interpersonal skills
- Customer focused with the ability to work effectively and professionally with customers
- Problem solving skills, resourceful and effective in making decisions with strong attention to detail
- Team player with strong interpersonal skills possessing the ability to effectively work within the department, company, and network
- Ability to work independently in high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers
- Regular, consistent, and punctual attendance, must be able to work variable schedule(s) and overtime as necessary
- Relationship management experience, preferred
What We Stand For:
- We act with intensity, urgency and a passion for supporting our customers and growing our business. We strive for excellence.
- We hold ourselves accountable and expect it of each other. We attack problems with a positive “can do” attitude. We do what we say we’ll do.
- We deliver as one team, working together with integrity, respect, trust, transparency, and fun. We are better because we work here.
- We believe our unique diversity and authenticity makes us a better company, allows us to be our best selves and is a competitive advantage.
- We exhibit innate curiosity and creativity to innovate and reimagine how things can be done. We ask, is there a better way?
Purchasing Power is an equal opportunity employer. At Purchasing Power, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.
