The remote Customer Care Specialist will ensure delivery of world class customer service through fast and accurate processing of service orders and complex billing requests and communicating with other departments to resolve additional inquires. The Customer Care Specialist will strive to build and maintain business relationships with clients and internal customers by providing prompt and accurate service so as to promote customer loyalty.
Essential Functions:
- Provide world-class customer service on every customer contact
- Field customer inquiries via phone or through electronic inquiries
- Exceed customer expectations by quickly and accurately resolving customer issues upon presentation or expedite the issues in accordance with established processes
- Handle and resolve customer complaints
- Meet/Exceed all position key performance indicators/metrics (KPI's)
- Excellent customer service and communication skills including ability to listen to customers to understand issues and to be calm under pressure
- Mentor and guide other members of the Customer Care team, when needed
- Maintain regular and reliable attendance
Qualifications:
- Must be able to multi-task and switch between different communication channels quickly and efficiently (email vs. phone)
- Must be able to exhibit empathy and understanding over the phone and email
- Must have a "customer-centric" attitude with an eagerness to provide world-class customer service
- Ability to communicate clearly and professionally, both verbally and in written correspondence
- Strong attention to detail.
- Flexibility to interact with changing customer types and exceed their needs; flexibility to ever changing environment of work volume, schedule changes, etc.
- Process Compliance: Follows all documented processes & department policies to provide customer support
- Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook). Experience with salesforce.com is a plus
We are proud to be an Equal Opportunity Employer. Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.
Certain positions or jurisdictions may require COVID-19 vaccination unless included in the company testing protocol, medically contraindicated or due to a bona fide religious belief or practice.