Essential Duties and Responsibilities

To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Duties and responsibilities include the following, other duties may be assigned:

• Provide guidance to the Customer Care team to ensure the accomplishment of goals and metrics such as: daily entered orders, daily calls taken, daily emails answered.
• Creates a positive working environment for all employees within the Customer Care Department to foster an innovative and team atmosphere.
• Create and analyze daily, weekly, and monthly reports, working closely with the Customer Care Manager to make changes and improvements as necessary.
• Meet company established goals related to customer service and sales.
• Ensure the settlement of complains made by customers are handled and any procedural changes are dealt with and made promptly.
• Identify training needs and initiate development of subordinates.
• Handle customer escalations as needed.
• Assist in call queues when necessary.
• Communicate with internal departments to meet customer expectations.

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Bachelor's degree (B. A.) from four-year College or university; OR two (2) to four (4) years related experience and/or training; or equivalent combination of education and experience.
• Intermediate skill level in Microsoft applications including Word, Excel, PowerPoint, and Outlook.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Able to travel ten percent (10%) of time.