Representative - Customer Care

Company Description
Job Description
This position is responsible for supporting the daily operations of the Customer Care Team by handling incoming customer inquiries and concerns via incoming channels (email, social media, phone and USPS mail). This position will research information to resolve customer inquiries, make appropriate compensation decisions, and make outbound calls when needed to help resolve customer concerns. This position will require the technical skills to utilize a case management system for recording all contacts. The hours for this position will include nights and weekend shifts.
RESPONSIBILITIES AND DUTIES
(95%) Support Daily Operations of the DPLLC Customer Care Team

• Respond to incoming inquiries and concerns from customers by e-mail, social media, phone, or USPS mail as assigned
• Process customer cases using customized customer relationship management system
• Provide an appropriate, timely response using CRM system
• Resolve customer inquiries when appropriate
• Execute proactive outbound calls to stores and /or customers for resolution of issues and concerns
• Make customer appropriate decisions on reimbursement on a case by case basis
• Perform data input in a highly accurate manner and within established service levels for all customer contacts
• Keep supervisor promptly and fully informed of all problems or unusual matters of significance
• Keep abreast of all policy, procedure and product changes
• Research information to answer customer concerns
• Process USPS mail according to set procedures
• Conduct callbacks on calls received after hours
• Provide feedback for system enhancements, and/or changes as needed to ensure effective and efficient case handling and reporting
• Assist in the execution of special projects as assigned
• Participate in team meetings/refresher training designated to improve the quality of service provided

(5%) Customer Service Initiative

• Assist with various system-wide customer service initiatives (i.e. customer surveys, etc.)

Qualifications
QUALIFICATIONS

• Previous customer service experience preferred
• Proficient with computers and standard software packages (Word, Excel)
• Strong communication skills (written and verbal)
• Ability to deal with difficult/angry people
• Decision making skills
• Creative problem solving skills
• Ability to multi-task
• Proper telephone techniques
• Maintain accuracy of typing and spelling
• Patience / stress management / high tolerance / works well under pressure
• Active listening skills
• Empathetic
• Attention to detail

Additional Information
All your information will be kept confidential according to EEO guidelines.
$17/hour