Customer Care Specialist I

The Customer Care Specialist I is responsible for providing professional Customer Care, meeting and/or exceeding customer needs in a timely manner while creating loyalty for our Suncast brand and our business. A Customer Care Specialist I is responsible for handling customer calls, emails, letters, faxes, web-site navigation, returns and any other type of request issued by a consumer. The Customer Care Specialist I must project a pleasant, positive, professional, and friendly attitude at all times. The goal of the Customer Care Specialist I is to exceed the expectations of each customer. This is a hybrid role that requires working Monday through Friday and Saturdays during busy season.

Responsibilities:

The following duties are considered essential to this position. Other responsibilities may be assigned.

• Answer inbound customer calls, emails, letters, faxes, web-navigation, returns and any other type of request from consumers in a timely manner.
• Project confidence while aiding customers. Must learn to be familiar with all product lines and be prepared to assist customers with warranty information, assembly instructions, repair and replacement of parts, troubleshooting protocols and any other inquiries concerning Suncast products.
• Provide ideal Customer Care by building relationships, showing accountability, confidence in sharing knowledge and being highly responsive to the customer’s needs. This includes but is not limited to:
• Project a friendly, positive and professional image at all times.
• Use excellent written communication skills that are grammatically and without spelling errors.
• Provide proper verbal communication skills, focusing on behaviors that a customer expects, in all oral communications.
• Listen attentively without interrupting customer or coworker.
• Use conflict resolution skills and maintain composure when researching and resolving complaints.
• Provide product solutions that can enhance prior purchases or that could benefit a customer.
• Responds to customers and updates records in Zendesk.
• Work as a team member and is open-minded to ideas and views of others.
• Provide and welcome positive and constructive feedback.
• Support and comply with all Suncast safety policies, quality standards, and housekeeping methods at all times. Suncast policies have been developed to ensure compliance with employee law.
• Stays informed of new technology, methods, and materials within the field.
• Exercises independent judgment.
• Must be somewhat flexible in shifting hours and days. These may fluctuate depending on the season and need of the department.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or GED required. Retail experience or other experience with Customer Care s is preferred but not required.
• Ability to read and interpret documents such as safety rules, operating instructions, and procedure manuals. Ability to write grammatically correct routine reports and correspondence. Ability to speak clearly and distinctly using correct English to managers, engineers, consumers and vendors. This employee must have a clear, professional speaking voice and active listening skills to ensure effective telephone communication. Bilingual a plus.
• Ability to add and subtract two digit numbers and to multiply and divide with 10’s and 100’s. Ability to perform these operations using units of U.S. weight measurement, volume, and distance.
• Ability to analyze a situation, recognize alternatives, and then apply common sense solutions. Ability to carry out detailed written and oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Excellent conflict resolution skills are required.
• Basic PC and technological skills required. Ability to use search tools, browsers and email features preferred. Ability to attach files to correspondence and utilizing tracking features desired. Ability to enter data in established computer databases required. Prior experience with i-series a plus. Familiarity with fax and copy machines a plus.
• Ability to work in a high paced environment that requires input and movement on multiple screens. Ability to efficiently migrate between different databases to gather information to assist a customer.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing these duties, the employee will spend most of his or her time in an office environment. However, Suncast is a manufacturer, and it will be necessary to enter the manufacturing area to complete some tasks or to enter some office areas. Typically, offices are climate controlled and have a moderate noise level for an office. Manufacturing areas are subject to seasonal variations in temperature. Noise level is generally moderate for manufacturing. Safety equipment is required when in manufacturing areas.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Every weekend
• Monday to Friday

Work setting:

• In-person

Work Location: In person