Customer Care Specialist
Quench Water & Solar
full-time
Posted on:
Location: Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $20 per hour
Job Level
Mid-LevelSenior
Tech Stack
SFDC
About the role
- Answer incoming customer calls in a professional and courteous manner
- Field customer inquiries via phone or through electronic inquiries
- Document and update customer records in the database during and after each call
- Quickly and accurately resolve customer issues upon presentation or expedite the issues in accordance with established processes
- Meet or exceed all position key performance indicators/metrics (KPI’s)
- Excellent customer service and communication skills including ability to listen to customers to understand issues and to be calm under pressure
- Follow call scripts and guidelines while maintaining a natural and empathetic conversation
- Stay updated on company policies, product updates, and trainings
- Collaborate with other departments to resolve inquiries
- Address incoming calls, respond to customer inquiries, resolve complaints, and provide detailed information about products and services
Requirements
- Must be able to multi-task and switch between different communication channels quickly and efficiently (email vs. phone)
- Must be able to exhibit empathy and understanding over the phone and email
- Must have a “customer-centric” attitude with an eagerness to provide world-class customer service
- Ability to communicate clearly and professionally, both verbally and in written correspondence
- Strong attention to detail.
- Flexibility to interact with changing customer types and exceed their needs; flexibility to ever changing environment of work volume, schedule changes, etc.
- Process Compliance: Follows all documented processes & department policies to provide customer support
- Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel and Outlook). Experience with salesforce.com is a plus
- ***Nice to have: Bilingual (Spanish)***