Specialist I, Customer Care

Position Summary

The Customer Care Specialist is an enthusiastic and accountable individual, who displays a consistent and professional attitude, and continuously offers excellent customer service while interacting with customers by all forms of communication (e.g., telephone, email, chat). The successful candidate for this role will have a strong command of the company’s core values and customer service requirements/policies while providing product/services information, processing orders with accuracy and efficiency, answering questions/following up, promoting all selling initiatives, and resolving any emerging problems that our customers might face in a timely manner.

Essential Functions and Duties

• Deliver WOW! Customer Service during every customer interaction; while incorporating all requirements, including the 8 commandments of  “WOW” Customer Service.

Consistently display a positive and professional attitude with customers and all levels of employees.Maintain commitments and deadlines.Utilizes time and resources effectively and efficiently including compliance with unavailable codes. Maintain monthly department minimum order accuracy percentage of 99.80%.Maintain the department minimum requirements for all interactions handled (e.g., calls, orders, emails)Proven attendance record.

• Proficient in SAP, MyFluVaccine.com, InFFFocus, Salesforce, Biosupply, and FedEx tracking.

Ability to manage and navigate call center software.On skill queues for: Flu, Customer Service, and Sales (includes calls, voice mail, email, chat) with the ability to answer customer inquiries and requests, placing orders, checking product availability, pricing, resolving issues, and account status.  Ability to process department orders and respond to customer emails through all channels within 1 hour of receipt.Ability to respond to all customer chat communications promptly.Proficient in department SOPs as it relates to job duties.Essential/additional SOP knowledge and responsibilities as assigned by management as needed. Work with other departments to manage and ship product in the most efficient manner.

• Display dedication to the position responsibilities and achieve assigned goals and objectives.

• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the Company. Immediately report any concerns or violations.

Education, Knowledge, Skills and Experience

Required Education:

• HS Diploma or Equivalent.

Required Knowledge:

• Understand and internalize the Company’s purpose and display loyalty to the Company and its organizational values.
• General computer knowledge, including Microsoft Outlook.

Required Experience:

• Minimum 2 years’ experience in a customer service environment preferably a call center. 
• Proven experience providing “above and beyond” customer service.
• Experienced in order entry, research, service/product suggestions, and problem-solving.

Required Skills:

• Excellent verbal and written communication skills and the ability to interact effectively with customers, co-workers, and management.
• Displays a consistent positive and professional attitude with customers and all levels of employees.
• Follows established procedures and processes with little deviation.

• Work effectively with co-workers sharing ideas in a constructive and positive manner.
• Detail oriented with a focus on accuracy.
• Time management.
• Problem resolution.
• Ability to listen and objectively consider ideas and suggestions from others.
• Always represent the company in a professional manner and appearance.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Ability to work remotely under minimum supervision, and as part of a team.

Professional Certification:

None

Physical requirements

None

Mental Demands

Learning, thinking, concentration, and the ability to work under pressure, particularly during busy times.   Must possess high attention to detail and be able to work as a member of a team to ensure excellent customer service.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.  Must be proactive in finding solutions.

Direct Reports

None

EEO/AAP Statement

FFF Enterprises is an EEO/AAP employer; all business decisions (employment, promotions, compensation, etc.) are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status. FFF Enterprises promotes an equal employment opportunity workplace which includes reasonable accommodation consideration of otherwise qualified disabled.

Acknowledgement

The above statements are intended to describe the general nature and level of work being performed by the incumbent assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all personnel so classified. 

The undersigned employee acknowledges receipt of the Job Description for the employee’s position and understands the essential functions, responsibilities, and qualifications of the position.  Furthermore, the employee acknowledges that this Job Description does not include all of the essential functions of this position and that these essential functions may change as deemed necessary by the manager.

__________________________                   ______________________

Print Name                                                               Signature

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Date

8 Commandments of “WOW” Customer Service

-I-

The Customer is our reason for being here.

-II-

Always be courteous, polite and smile during each Customer contact.

-III-

Always do more than is expected at each Customer contact and follow through completely.

-IV-

Always listen attentively to the Customer.

-V-

Communicate clearly and accurately.

-VI-

Always be polite, prompt and professional.

-VII-

Extend compliments.

-VIII-

Have FUN!