OVERVIEW
At the Jenkins Organization, Inc., we're passionate about the RV Resort industry. As the parent company of Great Escapes RV Resorts, we specialize in acquisitions, development, and management.
We're currently expanding our team and are looking for Customer Care Specialist to join us. Our Customer Care Specialist play a crucial role in ensuring that our customers' inquiries are promptly and satisfactorily addressed.
This position reports directly to the Call Center Director.
HOURS : Our establishment operates seven days a week with a rotating schedule :
- 8 : 00 AM - 4 : 30 PM
- 9 : 00 AM - 5 : 30 PM
- 10 : 00 AM - 7 : 00 PM
ESSENTIAL JOB DUTIES
Answer incoming calls and respond to customer emails.Make reservations for customers.Handle customer inquiries over the phone and via email.Conduct research using available resources to provide the necessary information.Manage and resolve customer complaints.Offer customers detailed information about our products and services.Enter new customer information into our system.Update existing customer information as needed.Identify and escalate priority issues to the appropriate channels.Route calls to the relevant resources within the companyFollow up on customer calls when necessary.Maintain detailed call logs according to our standard operating procedures.Generate call reports to track performance and improve customer service.QUALIFICATIONS
Excellent verbal and written communication skillsStrong listening skills to understand customer needs.Analytical and problem-solving abilitiesCustomer service orientation and a desire to exceed expectations.Strong organizational skills and attention to detailJudgement to make sound decisions in a fast-paced environment.Adaptability to handle various customer situations.Ability to work well in a team environment.Resilience and stress tolerance to handle challenging situations.Ability to respond to customers' questions and address objections effectively.Proficient in obtaining and maintaining customer information and leads.Familiarity with customer service principles and practicesKnowledge of call center telephony and technologyPrevious experience in a call center or customer service role is preferred.Good data entry and typing skills.Understanding of administration and clerical processesEDUCATION AND EXPERIENCE
High school diploma or equivalentProficient in relevant computer applicationsRequired language proficiency.Knowledge of customer service principles and practicesKnowledge of call center telephony and technologySome experience in a call center or customer service environment preferred.Good data entry and typing skills.Knowledge of administration and clerical processesPHYSICAL DEMANDS
Physical requirements include bending, standing, lifting, stooping, sitting, walking, stretching, and ability to lift / carry up to 20 pounds.
BENEFITS :
Medical CoverageDental CoverageVision Coverage401K retirement planEmployment Assistance ProgramBonus Potential
