What are the responsibilities and job description for the Customer Care Specialist I Contract Position position at Vericast?
Job Description
What will you do :
Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments / feedback regarding products / services. Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services, or solutions. Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets company and client goals for levels of performance.
What are your responsibilities :
Responsibilities for inbound or outbound call segment applies based on individual assignment.
Successfully completes initial new Specialist training program and participates and completes all required learning and ongoing training
Entering & processing orders
Processing cancel / change requests
Requesting reprints / credits
Ensuring security and privacy of customer's information
Providing education and support regarding products and services
Probing to identify needs
Acts / offers appropriate products, services, and solutions to meet customer needs
Utilizes available resources appropriately to accurately enter data and service the customers
Ensures appropriate follow-through steps are completed for each call
Maintains complete and accurate records of all call activity as required
Makes outbound calls to achieve the goals of assigned call segment
Provides a basic level of customer support, but escalates more advanced problems to their Supervisor
Maintains a professional appearance and a quality work environment that adheres to all safety and security policies
Limited eligibility in off phone activities performing special assignments / team roles on a rotating basis or as required based on Supervisor's discretion
Works within a team environment supporting both team objectives and overall Center objectives
Monitoring of individual performance tracking data and provides input for Individual Development Plans
Do you have these skills or experience?
HS Diploma / GED required
Bilingual - Fluent in English & Spanish
Minimum 0-2 years
Previous customer service, banking or retail experience helpful
Multitask ability
Detail oriented
Good communication and interpersonal skills
Basic computer skills
Ability to learn required information and ongoing training
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