Customer Care Specialist

A Customer Care Specialist will serve as the first point of contact for the company's customers by addressing inquiries, answering questions, providing appropriate product information, and resolving complaints.

REPORTS TO

• Customer Care Manager

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact with our customers including but not limited to taking phone calls, addressing walk in customers, or answering emails. Ensure the appropriate high-level employee is involved when support is beyond the specialist's knowledge or ability.
• Ensure customer complaints are handled in a professional manner.
• Provide support and information on products and services.
• Collect and enter payment information for products and services.
• Assist in scheduling and adjusting appointments according to customer requests and company procedures.
• Collect equipment from customers upon service cancellations or changes. Forward this equipment to the appropriate department for repurposing.
• Ensure that CPNI procedures are always followed.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

• Excellent verbal and written communication skills.
• Strong ability to multi-task. Organizational skills a must.
• Must be self-motivated and be able to recognize times when assistance is needed.
• Service-oriented and able to resolve customer questions, concerns or complaints with professionalism and grace.

QUALIFICATIONS

Key qualifications required to fill this position are:

• Proficient computer skills with the ability to learn new software.
• Customer service experience.
• Multi line phone service preferred.

WORKING CONDITIONS

• Monday through Friday, 8:00 AM - 5:00 PM
• Prolonged periods of sitting, talking on a phone and typing on a computer.
• Must be able to lift 15 lbs. at time.
• No weather-related hazards.

CTI'S CULTURAL AND CORE VALUES

Always keep our Focus on the customer.We understand that each customer is a potential salesperson or critic of our business. As such, we want to turn that potential to our benefit by striving to do more than simply satisfy our customers. We want to delight our customers through each of their interactions with our company-from sales, service, and support to system reliability, content, and performance.

Maintain our Integrity.Ours is a company built on a foundation of honesty and solid ethics. We do what we say we are going to do, and we do the right thing, not just the most profitable thing. Put Families First. The challenges and rewards of working at Joink/CTI are important to all but never at the expense of our families. We always strive to maintain a healthy balance between our lives at work and at home.

Work Hard, Play Hard, and Stay Positive.At Joink/CTI, our glass is always half full. We see challenges as opportunities, never as problems or downsides. We support each other and strive to do everything with gusto. We all work hard to make Joink/CTI a successful business and we remember to have fun along the way.

Communicate.We strive to keep talking and seeking input from the people around us. No one has all the answers and success requires us to err on the side of overcommunication. No one has ever failed to do their job successfully due to an abundance of communication.

Check your Ego at the Door.We operate on strong teams built on personal relationships and genuine caring for others and their success. As such, we win or lose through our combined effort, not through the effort of any single contributor. That understanding makes ours an organization that champions the entrepreneurial spirit and deemphasizes hierarchy and titles.

Give Back to Others."Of those to whom much is given, much is expected." We recognize that our success comes from our customers and from the communities where we live and work. We actively seek opportunities to make a positive impact on those communities and the needs of the people within them.

Remember that Local is Key.The foundation of Joink/CTI's success is rooted in the small Midwest towns and communities where our company saw its genesis. We must never lose sight of the fact that our success comes from providing the benefits of large company infrastructure to employees and customers who live and work locally.

EEO STATEMENT

Computer Techniques, LLC is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state, or local law, including race, creed, color, religion, sex, national origin, age, disability, sexual orientation, marital status, status regarding public assistance, veteran status, citizenship, or membership in any other legally protected class.