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job title:

Customer Care Specialist

date posted:

Monday, August 21, 2017

objective:

The Customer Care Specialist is charged with providing an exceptional customer experience throughout the lifecycle of the customer relationship. As a Customer Care Specialist, you are a customer experience champion internally and responsible for ways we can improve each customer touch point. The goal of the Customer Care Specialist is to provide the best customer experience in the world through creative solutions that exceed customer expectations.

Reports To:

Customer Care Manager

Duties:
  • Use tools and resources available to anticipate customer needs and provide personal, custom, thoughtful, and relevant service at all times
  • Answer all customer questions and correspondence as quickly and completely as possible (Anticipating and acting on the needs and follow up questions of customers to provide a remarkable experience)
  • Handle education customer orders and ensure complete customer satisfaction for order quality and turnaround time
  • Proactively reach out to our customers to gauge their satisfaction and assess their needs
  • Use focus groups, surveys, and general feedback received as learning points and share customer comments and feedback with the various internal teams that would benefit (CC, RA, etc.)
  • Maintain customer files to ensure correctness and reduce duplications
  • Partner with all departments internally to increase inter-department cooperation and communication to continually improve the customer experience
  • Working knowledge of other departments internally (through continuous cross training) to increase operational knowledge to be able to support the customer and understand their total experience

 

Qualifications

The successful candidate must possess excellent oral and written communication skills, strong listening skills, and maintain a pleasant and friendly demeanor. Maintaining a positive outlook and sense of humor even during busy days is a must!  Also important is being a quick learner and open to learning new tasks and processes. Other qualifications include:

  • Prior customer service experience (1+ years)

  • Strong working knowledge of MS Office (Word, Excel, Powerpoint) and Outlook

  • Excellent attention to detail and follow through

  • Ability to multitask and maintain a calm, focused attitude even during periods of high stress

  • Ability to work as part of a team

  • Exceptional phone etiquette and communication skills

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questions

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Attn: Human Resources / Recruiting
5111 Southwest Avenue
St. Louis, MO 63110