C3i Solutions Kings Mountain , NC 28086
Summary: This position supports the growing needs of the brand. The position responsibilities include a hands-on approach to consumer contact for multiple businesses and/or multiple contact types.
Essential Duties and Responsibilities include all or majority of the following below. Other duties may be assigned.
Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media or other method of communication.
Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
Documents customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken, to include Adverse Events.
Provides prompt and accurate service to promote customer loyalty for the client.
Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.
Resolves escalated contacts appropriately.
Processes promotions, rewards and loyalty referrals in interaction with consumers
Acts as the liaison with the social media representatives and agency partners for social media escalations.
Handles contacts via multiple channels and/or brands.
This position does not have direct reports.
Education and/or Experience:
Minimum of a high school diploma or general education degree (GED); customer service experience i.e. retail, fast food, hospitality etc. preferably in a contact center, excellent verbal and written communication skills, strong listening skills, very customer oriented, strong grammar and spelling skills, the ability to multi-task, the ability to cross/up sell products and services, proficient typing skills, and computer savvy.
Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids, to write routine correspondence, to speak effectively and informatively, and respond to questions from customers, clients or employees of an organization, over the phone or in-person.
Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations.
Ability to type a minimum of 20 words per minute (wpm) with a high degree of accuracy while talking; proficiency with Microsoft Office and to navigate through multiple systems and job aids while responding to the customer's inquiry. Ability to navigate through and understand social media channels (Facebook, Twitter, blogs, etc.).
Other Skills and Abilities
Ability to manage difficult, irate or emotional customers while maintaining composure, to multi-task; excellent time and process management skills, strong data integrity and attention to detail, ability to read, write and speak a language in addition to English fluently may be required according to the program needs/requirements.
This position may require participation in and possible travel to training sessions, completing self-study, certification and call monitoring.
Physical Demands & Work Environment: The physical demands and work environment characteristics described here are representative of those that an employee encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee must occasionally lift and/or move up to 15 pounds. The noise level in the work environment is usually moderate.
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C3i Solutions is an Equal Opportunity Employer - EOE, M/F, D/V.