Customer Care Representative

Job Description

Department: 450 – Customer Care

Reports To: Customer Care Manager

Positions Supervised: This job has no supervisory responsibilities.

Travel Required: 0%

FLSA Status: Non-Exempt

Schedule: M-F 8:30-5:30

Classification: Full-Time

Last Revision Date: 3/9/2012

Location: Oldsmar, FL

Job Summary
This position is primarily responsible for providing professional and thorough customer support in the handling of incoming calls, order entry, and sales support. The Customer Care Representative will ensure the highest level of customer satisfaction for all callers.

Duties and Responsibilities
The following are duties and responsibilities for the position.  Other duties or functions may be performed as assigned.

• Receive incoming customer phone calls
• Quickly and professionally address customer questions and concerns
• Troubleshoot electronic equipment with callers
• Enter product orders, following customer specific guidelines
• Enter return authorizations
• Working with internal teams to provide sales and customer support
• Tracking and recording daily activities, including documented call log

Knowledge and Skill Requirements

To perform this job successfully, an individual should have the following knowledge and skills:

• Excellent communication skills; written and verbal
• Proficiency in the use of computers and MS office
• Good analytical and problem-solving skills
• Works well individually and in team environment
• Organized with a high ability to multi-task
• Essential cross functional capabilities
• Demonstrates accuracy and thoroughness
• Polished and professional telephone skills
• 40wpm typing with accuracy

Education and/or Experience

Associates degree preferred; or two years related experience and/or training; or equivalent combination of education and experience.  As well as:

• Three to Five years of customer service experience
• Two to Three years of technical trouble shooting experience
• Minimum two-four years order entry/data processing experience
• Call center or heavy phone experience necessary
• MAS/Sage system knowledge preferred

Certificates, Licenses, Registrations

This position does not require certificates, licenses, or registrations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  This position may require extended periods of standing, sitting, as well as some repetitive movements and repetitive lifting of minimal weight.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment has a normal level of office sound.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Travel

Travel is not a requirement of this position.

Supervisory Responsibilities

This position does not have supervisory responsibilities.

Vanguard Protex Global is a drug-free workplace.