The Customer Care Specialist Job Family is responsible:
For providing front line, direct contact with clients and customers. This is principally done through receiving or placing telephone calls, however mail, express delivery, fax and other electronic methods (e-mail) are also possible means of communication.
Uses computerized system for tracking, information gathering and/or trouble shooting the items raised by the client/customer.
Recognizes consistent problem areas and reports to higher level for action.
Seeks to retain account and/or suggest and encourage use of other services and products.
Depending on area may promote and sell products and/or services and enter or confirm sales.
Responds in a timely manner.
Follow standard procedures and policies with more senior levels using greater latitude and judgment in responding to customers.
MAJOR AREAS OF ACCOUNTABILITY
Lead, organize, motivate and coordinate the day to day work flow activities of associates that perform the duties required of a Customer Care Specialist or Sr. Customer Care Specialist to ensure deadlines/SLA's are met
Act as a SME for department to answer procedural questions and assist in resolving complex or escalated issues
Assist with inbound/outbound activity and/or assigned projects
Ensure cooperation and coordination with other departments in the company
Utilize knowledge of team, procedures, trending and call center reporting to recommend process improvements and efficiency gains.
Ability to work in multi client/functional environment
Assist in developing revised standards and methods
Handle highly escalated supervisory type calls and other temporary assignments
Mentor team based on low production or quality results.
Oversee training of new hires and associate cross training initiatives, in addition to the creation and facilitation of training, as needed.