Customer care representative - united states, marion

adecco staffing is working with one of our national accounts who is the nation’s leader in temporary site solutions to recruit remote customer care representatives starting at $18+ per hour.   (candidate must be within a 100 mile radius of westborough, ma)

 

hours:   11:30am-8pm m-f (est)

primary purpose:

the customer care representative (ccr) is an essential partner in the inbound sales process and inbound and outbound service support by providing world-class front-line support through multiple channels (phone, email or chat) to uss customers. the ccr is responsible for providing an exceptional customer experience while discovering and resolving customer concerns in a professional, and timely manner. the ccr will be primarily responsible for properly qualifying and managing all uss customer's needs and b2b service inquiries and all sales and service b2c requests to ensure they are handled with speed, efficiency, clarity and quality. this role should have a clear understanding of uss's sales process, service model, and methodology as well as system and product knowledge. we are looking for someone who has a positive and professional attitude, enjoys problem solving and thrives in a fast pace rewarding environment.

essential functions:

demonstrate strong safety awareness and leadership

hold professionally engaging verbal (phone) and written (e-mail, chat) conversations

professionally answer a high volume of inbound calls within performance guidelines

answer all e-mail contacts within performance guidelines

meet quality assurance standards

meet kpi's as set by supervisor

uncover opportunities to offer additional products to all customers that meet their business needs

follow-up on all customers' needs and manage accordingly through identification, qualification and follow through

maintain highest quality, long-term partnerships with all uss customers

maintain a comprehensive knowledge of all uss products and services: act as the subject matter expert

clearly communicate and coordinate with various departments and systems within the company to ensure customer requests are handled appropriately and in a timely fashion.

act as liaison between customers, sales, field operations, and office personnel to resolve general inquiries

produce quotes and work orders through company systems

reduce escalations and outward transfers, promoting one call resolution

accept feedback positively

ensure customer's needs are met while adhering to the uss sales process

adhere to all company policies, scheduled breaks, and lunch periods

document sales activities and leverage business intelligence through salesforce.com

demonstrate desire to succeed and win as well as grow career opportunities

demonstrate polite and positive professionalism in all work-related activities

demonstrate desire to provide a world class customer experience

recognize peers for outstanding work utilizing uss achievers

champion, demonstrate, and uphold our values: easy, safe, & clean

perform other duties as required by management.

education requirements:

high school or ged

experience requirements:

1 year of previous call center representative or phone based customer service representative experience required.

additional knowledge, skills, and abilities:

strong pc proficiency (microsoft office, salesforce, etc.)

time management, organization, and excellent follow up skills

strong written and verbal communications

decision making and problem solving

ability to navigate company systems and tools efficiently

teamwork with all sales channels and operations

quality listening and communication

time management

organization

excellent follow through and follow up skills (leads, issue resolution, etc.)

physical requirements:

sit while answering phones or reply to emails- constant

use hands and fingers to handle, control or feel objects tools

or controls- frequent

repeat the same movements when entering data- frequent

see details of objects that are less than a few feet away- constant

speak clearly so listeners can understand- frequent

understand the speech of another person- frequent

frequently focus on one source of sound and ignore others- frequent

frequently hear sounds and recognize the difference between them- frequent

frequently see differences between colors, shades and brightness- frequent

if you are interested in this position, please apply to this listing with an updated resume, email micah.desmarais@adeccona.com or call the office at 603-521-9627 and ask for micah.

 

equal opportunity employer/veterans/disabled



the company will consider qualified applicants with arrest and conviction records

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