Customer Care Specialist II

Job Description

We have 7 positions for a Customer Care Specialist II with one of our clients in Remote for an initial contract duration of 9 months.

The Customer Care Specialist II will work directly with clients via Phone, E-mail, Chat and / or other electronic methods of communication to resolve their application and product issues. In addition, the Technical Customer Care Specialist will also be responsible for routine customer questions relating to product usage within the company. This role is responsible for leveraging technical knowledge to deliver excellent care to clients while adhering to quality assurance standards.

Specific Responsibilities

• Handle routine customer questions relating to product usage.
• Provide technical support on issues through to resolution.
• Maintains expert-level knowledge of business processes and procedures.
• Accurately log all customer information in the CRM tool.
• Facilitate communication to other departments as needed to resolve client concerns.
• Communicate with key stakeholders to identify and resolve inquiries.
• Provide proper follow- up to ensure customer is kept apprised of the issue status.
• High School Diploma/GED and 3 years' experience OR Any level degree or certification beyond High School Diploma/GED and up to 1 year experience OR 5 years’ experience
• Strong technical skills (Microsoft Office, Salesforce.com, or similar CRM, contact center software)
• Serves as a customer care agent for an assigned customer base or product area.
• Responds to customer inquiries received via telephone or online.
• Documents and reports on customer inquiries, status, and resolution.
• Follow up with customers on issue status and resolution to ensure ongoing high satisfaction levels.
• Determines problem source (i.e., hardware, software, user access),
• Resolves issues where possible,
• Refers difficult and complex issues to internal technical experts and/or,
• Refers issues to management,
• Documents issues for future reference, internally and externally.
• Builds working relationships with customer representatives and with cross-functional teams.