Customer Care Specialist

Essential Functions

• Customer Care Reps will provide excellent service, nurture the customer relationship
• and act as a sales enabler to drive retention and customer loyalty
• Track contract expirations to proactively approach existing customers for renewal and cross sell opportunities
• Respond to customer queries and address service complaints in a timely manner
• Responsible to retain and grow the service business by identifying potential solutions to the existing client base
• Make necessary sales presentations to customers as required.
• Acquire and maintain sound knowledge of all product lines and services offered.
• Explain new products and benefits to existing customers
• Partner with internal departments to communicate potential service issues and relay customer needs.
• Retain and submit cross sell and up-sell opportunities to our already well-established client base through a combination of in person meetings, phone calls, email, and direct marketing efforts. utilizing the SCORE Program.
• Collect and Analyze customer feedback and help develop new techniques to ensure customer retention

A high school diploma or GED is required, college degree preferred in addition to previous customer facing role in customer service.

Skills/Behaviors required for this position include:

• Customer Service – Field Customer Care Reps need excellent client or customer service skills to successfully assist and interact with customers and potentially difficult customer situations.
• Empathy/Patience – This role requires a high degree of patience, as Field Customer Care Reps need to gather information related to customer dissatisfaction and must determine how to best resolve the situation.
• High Energy /Upbeat – This role requires a lot of positive energy with a positive thinker with someone always trying to think of a positive solution. This person represents the company at all times and must maintain a good mood and a positive outlook at all times.
• Conflict resolution – Reps also need to be skilled at conflict resolution and should be able to navigate situations where customers are unhappy with the company.
• Problem-solving skills – Effective problem-solving is central to this position. CAR Reps need to think on their feet to provide complete solutions to customer issues with a sense of urgency.
• Communication skills – Reps should be strong written and verbal communicators, since they tend to speak with customers on the phone or in person. They often need to prepare reports, as well. Field Customer Care Reps will need to quickly devise solutions to problems they are presented with and communicate them effectively.
• Organization skills – Organization is also key in this role, because Field Customer Care Reps must maintain detailed records of interactions and update customer accounts to reflect changes.

The budgeted pay range for this role as of November 2024 is $52,921.00 – $. This range is based on multiple factors, including but not limited to tenure, previous experience, qualifications, certifications, and geographical considerations. Everon offers eligible employees competitive benefits, including health and welfare benefits, a 401(k) plan with company match, short term and long term disability coverage, life insurance, wellbeing benefits, and paid time off among others.