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Associate, Customer Care

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United States

Remote

USD 45,000 - 63,000

Full time

2 days ago

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Job summary

A leading company in the tech sector is offering a position for a Customer Care Associate. In this remote role, you will be responsible for managing customer inquiries, ensuring service excellence, and providing effective solutions. Ideal candidates will possess strong problem-solving and communication skills, along with a commitment to customer satisfaction. This role promotes personal and professional growth through a supportive learning environment.

Qualifications

3+ years of experience in a customer support role.
Passion for service excellence and strong verbal communication skills.
Ability to work in a fast-paced environment while maintaining attention to detail.

Responsibilities

Manage inbound inquiries and provide resolutions.
Document discussions of inquiries and leverage tools for resolutions.
Meet personal and team production metrics within strict schedules.

Skills

Customer Service

Active Listening

Problem Solving

Communication

Critical Thinking

Education

High school diploma or GED

Bachelor's degree (preferred)

Tools

Microsoft Office

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Xoriant Corporation, is seeking the following. Apply via Dice today!

Job Title: Associate, Customer Care

Duration: 3+ months contract

Location: Remote, USA

Overview:

Embark on a fulfilling journey of professional development within a dynamic and fast-paced production environment as a Customer Care Senior Associate. As an integral part of our team, you will hold a pivotal role connecting our clients and their esteemed customers. Your dedication to service excellence will be unwavering, and you ll find fulfillment in embracing challenges that allow your exceptional attention to detail and critical thinking skills to shine. As the face of our company, you will exude professionalism in every customer interaction, prioritizing satisfaction above all else. You have an innate ability to effectively address concerns, craft effective solutions, and proactively anticipate further inquiries. Your primary responsibilities will include effectively using multiple communication vehicles to connect with customers, which may include telephones, email, and chat. You can handle challenging customers effectively, with confidence, and exhibit less reliance on additional support. To excel in this role, showcasing an unwavering positive attitude and communicating with clarity and ease in every interaction will be essential to your success. We foster a learning culture that encourages personal and professional development, enabling you to thrive and reach your full potential.

Job Duties

Manages inbound inquiries on behalf of client, acting as an extension of our client
Acts confidently in their role with little reliance on additional support
Acts in a professional and appropriate manner while assisting with a resolution/answer to the issue
Actively and accurately participates in new hire training support (i.e. chat, side by sides, etc.)
Builds product and process knowledge to effectively interact with customers, within business guidelines
Identify customers needs, research client systems, utilize tools to interpret and analyze data
Complex use of multiple systems in order to service customer inquiries (can be up to 10 systems)
Ability to handle challenging customers effectively
Provides accurate solutions and guidance, and uses the opportunity to educate customers where appropriate
Builds trust in customer relationships through solving issues quickly and efficiently and by providing extra value, when appropriate
Actively and accurately document discussions of inquiries and leverage internal tools for next-level resolution needs.
Consistently meets or exceeds inquiry response times, some may be required by client contractual service levels
May assist with escalated issues per business guidelines
Meet personal/team production metrics and quality targets
Must adhere to strict schedule and meet attendance guidelines

Job Qualifications

High school diploma, GED or equivalent is required; bachelor s degree preferred
3+ years previous experience in a customer support role required
Tax/banking/mortgage/real estate Industry experience required
Passion for service excellence
Strong written and verbal communication skills along with excellent customer service and active listening skills
Strong problem-solving, critical thinking and analytical skills while remaining flexible when adapting to change
Strong computer skills to retrieve, query, update systems using multiple screens simultaneously
Organization and time management skills to operate effectively in a fast paced, high-volume environment.
Typing ability of 35wpm+
Demonstrated knowledge of and experience with Microsoft
Ability to work in a structured, high volume, fast-paced environment while maintaining attention to detail
Ability to identify customer issues and identify appropriate tasks
Must successfully adhere to schedule, attendance and required deliverables/deadlines.
Demonstrates patience and empathy and have the ability to work collaboratively with others

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Contract

Job function

Job function
Other
Industries
Software Development

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