Job Description

Job Title: Customer Care Specialist

Duration: 6+ Months (High Possibility of extension)

Location: Orange, CT 06477

Qualifications:

• 3-5 years direct customer contact and communication.
• Experience with SalesForce and Microsoft Excel is highly preferred.
• Previous experience quoting technical parts is highly preferred.
• Candidates should have strong analytical skills to be able to work with technical data and quote parts.

Responsibilities:

• The Customer Care Specialist is a customer focused, patient, empathetic, and passionately communicative customer advocate and can use technology effectively to convey information and instructions clearly to a customer.
• The incumbent should have a friendly disposition, a willingness to learn, a strong work ethic, and a sincere desire to help people.
• CCS will be responsible for providing excellent customer service and building customer loyalty through the courteous, efficient handling of customer interactions (chat, phone, and email) according to our brand guidelines and requirements.
• This position will rely heavily on their industry and product knowledge to prioritize customer issues and ensure communication and expectations are met throughout the process.
• Incumbents in this role will need to be able to seamlessly put themselves in the customers' shoes and advocate for the customers when necessary.

Responsibilities include:

• Primary triage for all customer issue escalations
• Facilitate credit approvals for new customers and credit line increases for existing customers.
• Lead customer retention efforts with effective problem-solving skills.
• Resolve all level customer complaints concerning billing, products or services rendered, by providing timely solutions to the customer, understanding when high level customers need further escalation to upper management.
• Lead problem resolution efforts with QA and other key departments to identify root cause and corrective action needed.
• Manage customer return and credit process for higher level customers.
• Provide pricing and lead time quotations to customers in a timely manner.
• Support the onboarding of all new higher-level customers through credit and other internal systems.
• Clearly, consistently, and effectively communicate with customers by phone, email and/or in person to receive orders, cancellations, and changes in product(s) or to clarify needs and requirements.

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