Customer Care Representative

Customer Care Representative

The Customer Care Representative is responsible for handling customer interactions through inbound and outbound calls, as well as inbound chats. This role requires effective communication and problem-solving skills to resolve customer inquiries, place orders, and provide accurate information about company products, services, and policies. Representatives will adhere to established scripts and guidelines to ensure high-quality service and support.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Key Responsibilities:

• Handle inbound/outbound calls and inbound chats with professionalism and efficiency.
• Accurately record and update customer information in the company database.
• Place customer orders and facilitate transactions with accuracy. This includes but is not limited to refunds and returns.
• Follow company standard procedures for customer interactions to maintain quality service.
• Provide customers with accurate details about products, services, and company policies.
• Work collaboratively with team members to maintain customer satisfaction and service excellence.
• Actions should contribute to the goal of achieving first call resolution and creating a positive customer experience that enhances brand loyalty.
• Responsibly manage attendance to minimize unplanned absences
• Perform additional job duties as assigned

Required Skills &

Qualifications:

• Basic communication skills, with the ability to interact clearly and effectively with customers.
• Strong active listening skills to understand and address customer needs efficiently.
• Familiarity with company products and services (training provided).
• Ability to follow established scripts and guidelines while maintaining professionalism.
• Basic data entry skills and attention to detail for recording customer information accurately.
• 1-3 years of customer service experience required

Education and/or Experience

A High School diploma or GED equivalent required.

Qualifications

To perform this job successfully, an individual must be able to perform each Essential Duties and Responsibilities satisfactorily.

Competencies

Accountability

Holds self and others accountable for rules and responsibilities.

Active Listening

Listens without interrupting; asks questions to clarify and verify information; paraphrases caller to ensure understanding; identifies essential information.

Adaptability

Open to change and new information; adapts behavior and work methods in response to new information, changing conditions or unexpected obstacles; able to deal with frequent changes, delays, or unexpected events.

Building an Effective Team

The ability to work collaboratively with others both inside and outside the department to achieve organizational goals and to create an environment in which team members are interdependent and work together to meet client needs and expectations.

Communication

Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification; writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; able to read and interpret information.

Computer Skills

To perform this job successfully, an individual should demonstrate proficiency with Company CMS systems, communication tools, and Microsoft Office tools.

Continual Learning

Grasps the essence of new information; applying newly gained knowledge and skill on the job; recognizes own strengths and weaknesses; pursues self-development; seeks feedback from others and opportunities to master new knowledge.

Customer Communication

Uses voice to create and hold interest; chooses appropriate words and proper grammar; projects confidence and professionalism; speaks and writes with a positive tone.

Customer Service

Works well with customers (internal/external); promotes a positive image of the company; responds to requests for service and assistance; meets commitments; strives to solve issues raised by customers.

Diversity

Demonstrates knowledge of Equal Employment Opportunity policy; shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Ethics

Upholds DHCs Code of Conduct; treats co-workers and customers with respect; behaves in a fair and ethical manner towards others; instills mutual trust and confidence; honest; trustworthy, maintains confidentiality.

Interpersonal Skills

Listens to others without interrupting; keeps emotions under control; open to other ideas and willing to try new things; focuses on…