Customer Care Agent - Mon–Fri 8:00 AM – 5:00 PM

Vital Records Control (VRC); Brooklyn Heights (OH); Sur place; USD 23 000 - 32 000; Plein temps

Résumé du poste

Vital Records Control (VRC) in Brooklyn Heights, OH is seeking a Customer Care Agent to handle inquiries and resolve complaints. You will answer calls, emails, and faxes, identify customer needs, and provide timely solutions, while maintaining high service standards.

The role requires a pleasant telephone manner, basic computer skills, and accurate data entry (10-key by touch). Training and growth opportunities are available within a collaborative team.

Qualifications

• One year of experience in a customer service role.
• Proficient English with good grammar.
• Pleasant telephone manner.
• Typing 45–55 wpm with high accuracy.
• Knowledge of 10-key by touch.

Responsabilités

• Answer calls, faxes, emails and respond to requests.
• Train and assist in solving customer problems.
• Identify customer needs to achieve satisfaction.
• Handle complaints and provide solutions within time limits.
• Go the extra mile to engage customers.
• Data entry including location changes and department assignments.
• Maintain and file customer paperwork monthly.
• Work on special projects as required by management.

Connaissances

Customer support

Phone etiquette

Multi-tasking

English proficiency

Formation

One year experience

Outils

10-key by touch

Office equipment

Description du poste

Description

Title: Customer Care Agent

Reports To: Customer Care Manager

Summary: This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.

Essential Functions

• Train, explain tasks, and assist in the solution of customer problems.
• Answer incoming phone calls, faxes, emails and respond to customer requests.
• Identify and assess customer’s needs to achieve satisfaction.
• Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Go the extra mile to engage customers.
• Key in new box information for all accounts.
• Data entry includes making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
• Responsible for taking paperwork from the “ready to be filed tray” and placing it in each customer’s folder.
• At the end of each month, responsible for storing the previous month’s files in VRC boxes.
• Work on special projects as required by the Customer Service Manager or Director of
• Operations or as needs arise.

Requirements

Competencies

• Ability to work on a team including with the Customer Service Manager and Director of Operations to ensure proper customer service is being delivered.
• Must have some computer knowledge.
• Must be able to work with internal office personnel, sales & development representatives, records center personnel, and management.
• Ability to work with external customers, potential customers, vendors, and suppliers.
• Able to retain knowledge of services lines, prices, and delivery times.
• Ability to multi-task, prioritize and manage time effectively.
• Flexible, spontaneous, and able to deal with the unexpected.

Work Environment

Must be able to tolerate heat in the summer and cold in the winter.

Physical Demands

While performing the duties of this job, the employee is regularly required to stand and walk. The employee is occasionally required to sit, climb/balance, stoop, kneel, or crouch. Must be able to reach, handle, carry, and lift between 10 lbs. and up to 50 lbs. While performing job duties, the employee is regularly required to talk, hear, read, and identify numbers for accurate order filling and receiving of material.

Education And Eligibility Requirements

• One (1) years’ experience.
• Knowledge and ability-English and grammar.
• Pleasant telephone voice/manner.
• Ability to operate simple office equipment sufficiently to perform the job.
• Typing skills (preferably 45-55 wpm) with 95 – 100% accuracy.
• Must have proven customer support experience.
• Must know 10-key by touch.

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the applicant for this job. Activities, duties, and responsibilities may change at any time with or without notice.

Salary Description

20.00 Hourly

Notice of AI Use in Job Application Review

As part of our commitment in creating a fair, efficient, and consistent hiring process we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.AI may be used to identify patterns, highlight relevant skills, and experience, and assist in comparing a candidate’s qualifications with the requirement of a specific role. These tools are to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.