Storefront Senior Customer Care Representative Job Portsmouth area,Virginia USA,Customer Service/HelpDesk

Position Summary

Responsible for providing excellent customer service via the phone, email, face to face, mail, and/or social media in a prompt and courteous manner. Resolves customer questions and problems regarding accounts, payments, products, and services. Completes and maintains related reports, records, and files.

Essential Functions and Accountabilities

Assumes responsibility for the effective and professional completion of Customer Care Representative functions.

Assists customers in the DRIVE ERT storefront. Handling inquiries primarily face to face.
Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Customer Service Manager.
Provides assistance to customers requiring higher level support.
Receives and applies customer payments made in cash, check or credit card. Responsible to appropriately track and reconcile a daily cash drawer ensuring all transactions are recorded accurately and the drawer is fully reconciled at the end of each shift.
Provides basic information to customers on accounts, orders, payments, products, and services.
Performs basic maintenance functions on accounts.
Performs maintenance functions on accounts of varying degrees.
Maintains and projects the Company's professional reputation.

Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.

Completes weekly Customer Service statistical reports.
Keeps supervisor informed of area activities and significant problems.
Completes required reports and records accurately and promptly.
Attends and participates in meetings as required.

Assumes responsibility for related duties as required or assigned.

Assists other departments as necessary.
Performs related clerical duties as needed.
Keeps work area clean, secure, and well maintained.

Performance Measurements

Care Representative functions are efficiently, effectively, and accurately performed in accordance with established policies, standards, and security procedures.
Good business relations exist with customers. Customer problems and complaints are promptly and professionally addressed and resolved.
Accurate and complete information about Company products and services is provided to customers.
Good working relationships and coordination exist with area personnel and with management. Appropriate assistance is provided to area staff as needed. Supervisor is informed of activities.
Required reports and records are accurate, complete, and timely.
The Company's professional reputation is conveyed and maintained.

Qualifications

Education/Certification: High school graduate or equivalent.

Required Knowledge: General knowledge of Company policies and procedures. Basic understanding of Company products and services.

Experience

Required:

At least 2 years of experience in customer service. At least 2 years cash handling experience.

Experience Preferred: 3 years cash handling experience.

Skills/Abilities: Accuracy and thoroughness in work. Excellent communication and public relations skills. Ability to work well under pressure. Ability to use a personal computer and related software applications including Microsoft Word or Excel. Solid math skills and bookkeeping abilities. Proficient typing skills. Must be willing to work a flexible schedule as required by the Customer Service Center. Ability to obtain a Criminal History Background Check and drug screen.

Physical

Activities and Requirements of This Position

Finger Dexterity:
Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Talking:
Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing:
Able to hear average or normal conversations and receive ordinary information.
Repetitive Motions:
Movements frequently and regularly required using the wrists, hands, and/or fingers.
Average Visual Abilities:
Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.
Physical Strength:
Sedentary work; sitting most of the time. Exerts up to…


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