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Customer Care Representative

Company: United Site Services
Location: Shrewsbury
Posted on: May 6, 2021

Job Description:

PRIMARY PURPOSE:
The Customer Care Representative (CCR) is an essential partner in the USS inbound sales process and inbound and outbound service support providing world-class front-line support through multiple channels (phone, email or chat) to USS Customers. The CCR is responsible for providing an exceptional customer experience while discovering and resolving customer concerns in a professional, and timely manner. The CCR will be primarily responsible for properly qualifying and managing all USS customer's needs and B2B service inquiries and all sales and service B2C requests to ensure they are handled with speed, efficiency, clarity and quality. This role should have a clear understanding of USS's sales process, service model, and methodology as well as system and product knowledge. We are looking for someone who has a positive and professional attitude, enjoys problem solving and thrives in a fast pace rewarding environment.
ESSENTIAL FUNCTIONS:

Demonstrate strong safety awareness and leadership
Hold professionally engaging verbal (phone) and written (e-mail, chat) conversations
Professionally answer a high volume of inbound calls within performance guidelines
Answer all e-mail contacts within performance guidelines
Meet Quality Assurance Standards
Meet KPI's as set by Supervisor
Uncover opportunities to offer additional products to all customers that meet their business needs
Follow-up on all customers' needs and manage accordingly through identification, qualification and follow through
Maintain highest quality, long-term partnerships with all USS customers
Maintain a comprehensive knowledge of all USS products and services: act as the subject matter expert
Clearly communicate and coordinate with various departments and systems within the company to ensure customer requests are handled appropriately and in a timely fashion.
Act as liaison between customers, sales, field operations, and office personnel to resolve general inquiries
Produce quotes and work orders through company systems
Reduce escalations and outward transfers, promoting one call resolution
Accept feedback positively
Ensure customer's needs are met while adhering to the USS sales process
Adhere to all company policies, scheduled breaks, and lunch periods
Document sales activities and leverage business intelligence through Salesforce.com
Demonstrate desire to succeed and win as well as grow career opportunities
Demonstrate Polite and Positive Professionalism in all work-related activities
Demonstrate desire to provide a world class customer experience
Recognize peers for outstanding work utilizing USS Achievers
Champion, demonstrate, and uphold our values: Easy, Safe, & Clean
Perform other duties as required by management.

EDUCATION and/or EXPERIENCE:

High School Diploma, GED or equivalent combination of education and experience
1-2 years of related customer care experience preferred

SKILLS:

Strong PC proficiency (Microsoft Office, Salesforce, etc.)
Time Management, Organization, and Excellent follow up skills
Strong written and verbal communications
Decision Making and Problem Solving
Ability to navigate company systems and tools efficiently
Teamwork with all sales channels and operations
Quality listening and communication
Time Management
Organization
Excellent follow through and follow up skills (leads, issue resolution, etc.)


To apply to this position, send your resume to USS@adp.com.

PandoLogic.Category: Customer Service, Keywords: Customer Service Representative

Keywords: United Site Services, Worcester , Customer Care Representative, Other , Shrewsbury, Massachusetts

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