Customer Care Specialist II

Responsibilities

• Composes accurate, prompt and appropriate replies to all internal and external customer contacts.
• Reviews orders received for accuracy and completeness, confirms and/or corrects customer orders prior to entering in ERP system.
• Handles all customer interactions via phone, chat, fax, and email in a professional and courteous manner.
• Investigates requests for credit, rebill and return material authorizations, creates and follows up on related documents such as RMA’s, credit and debit memos.
• Assists less experienced Customer Care Specialists in handling unusual or complex inquiries, including escalations, ensuring customer retention and loyalty.
• Provides customer feedback to stakeholders.
• Supports Marketing promotions and product launches.

• 2+ years business related experience in a customer contact center
• 1+ year(s) experience with Microsoft Office Suite (Outlook, Word, Excel, IE, Chrome, Teams)
• 1+ year(s) experience with multiple channels of communication: phone, email, chat.
• High School Diploma or GED
• Associate’s/Bachelor’s Degree (business or related studies) preferred.