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Customer Care Representative SageQuest
DEPARTMENT ? Customer CareREPORTS TO ? Customer Care Manager
GENERAL SUMMARY:
The Customer Care Representative (CCR) is responsible for providing an exceptional customer experience. The ideal candidate for this position would have a proven track record in a customer service capacity demonstrating the will to go above and beyond whenever called upon. Additionally, this candidate should be comfortable working a fast-paced, ever changing environment.
Primary functions of this position include fielding inbound inquiries from customers, troubleshooting issues as they arise, scheduling service work with contractors, and maintaining an open line of communication across the organization to help improve response times in an effort to ultimately provide a greater customer experience.
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ESSENTIAL JOB FUNCTIONS:
Receive, evaluate, and document customer inquires using multiple support channels
Escalate issues that cannot be resolved by Customer Care to the correct department for resolution
Display a strong sense of urgency to resolve customer issues as quickly as possible
Work closely with peers across all departments, to ensure an exceptional, and seamless experience for our customers evaluating and developing solutions
Take an 'ownership' approach to handling customer issues
Assist with testing and researching technical problems and finding solutions relative to the units and network
Other duties as assigned
KNOWLEDGE, SKILLS, ABILITIES:
Ability and motivation to learn new technologies quickly with minimal support and guidance
Strong troubleshooting skills
Excellent verbal and written communication skills with the ability to communicate across various levels, both internally and externally
Excellent customer service, interpersonal, organizational and communication skills
Ability to work in a fast-paced environment; meeting or exceeding aggressive deadlines
Strong multi-tasking and time management expertise
Thorough knowledge of product(s) (features, attributes, benefits ? along with the ability to demonstrate, train and trouble sheet the product)
Ability to translate technical terms to non-technical language
Proficient with Microsoft Office software including Outlook, Word, and Excel
Experience with CRM software
Good analytical ability, sound judgment, sufficient knowledge of IT operations, workflow processes, and procedures to resolve most inquiries independently
Ability to spend all day working at a desk using a PC and telephone
Working knowledge of automobile electrical systems is a plus.
| Location: | Solon, OH United States |
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SageQuest
All Jobs: at SageQuest| Web Site: | www.sage-quest.com |
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| Headquarters: | 23550 Commerce Park Suite Two Beachwood, OH 44122 United States |
| Industry: | Software |
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