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About the Role
The Customer Care Representative provides outstanding service by responding to inbound customer calls, inquiries, and requests, requiring research and investigation for resolution. The role involves actively engaging customers to understand issues and provide accurate, efficient, prompt, respectful, and courteous responses.
Responsibilities
- Answers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services.
- Responds efficiently and accurately to customers, explaining possible solutions, and ensuring customers feel supported and valued.
- Engages in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed.
- Builds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.
- Utilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.
- Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
- Engages with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs.
- Participates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.
Requirements
- Demonstrated ability to work as part of a team in a collaborative environment.
- Legally eligible to work in the US.
- Outstanding relationship management skills.
- Excellent listening, communication, and problem-solving skills.
- Ability to identify and develop sales opportunities.
- Demonstrated proficiency with Microsoft Office.
- Proficient typing skills.
- Working knowledge of Microsoft Dynamic for CRM or similar software systems and related software.
Skills
- Customer service
- Client relationship management
- Sales
- Microsoft Office
- Microsoft Dynamic for CRM
- Active listening
- Problem solving
- Communication
Experience Level
- Level I: 0-2 years of experience in customer service.
- Level II: 1-3 years of experience in customer service and client relationship management.
- Senior Level: 2-4+ years of experience in customer service and client relationship management.
Education Level
- High school diploma or GED
- Advanced degree (preferred)
- Relevant sales certifications (preferred)
Benefits
- Medical, Dental, Vision, Life & Disability Insurance
- Maternity & Parental Leave
- Flexible Spending Accounts
- Discounted Stock Program
- 401K
- Employee Awards
- Employee Assistance Plan
- Wellness Incentive
- Tuition Assistance
- Career Pathways
About the Company
- Casella’s business products and services.
- Casella’s business operations.