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

Vital Records Control (VRC); Grand Rapids (MI); On-site; USD 21,000 - 28,000; Full time

Job summary

Vital Records Control (VRC) in Grand Rapids, MI is seeking a Customer Care Agent to interact with customers, provide information about services, and respond to inquiries and complaints. You will train with the Customer Care Manager, handle calls, emails, and faxes, assess customer needs, and guide them to solutions while maintaining accuracy in records.

The role emphasizes teamwork with management, data entry tasks, and filing duties, with a focus on friendly service, reliability, and timely

Qualifications

• One year of experience is required.
• Strong English and grammar.
• Pleasant telephone voice/manner.
• Ability to operate simple office equipment.
• Typing 45-55 wpm with 95-100% accuracy.
• Must have proven customer support experience.
• Must know 10-key by touch.

Responsibilities

• 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.
• Train, explain tasks, and assist in the solution of customer problems.
• 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, store 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.

Skills

Customer service

Typing 45-55 wpm

10-key by touch

Data entry

Phone etiquette

Teamwork

Tools

Microsoft Office

Job description

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

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.