TP ICAP

Customer Care Resolution Associate

TP ICAP

full-time

Posted on:

Location Type: Remote

Location: Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $18 - $20 per hour

About the role

  • Provide exceptional customer service to our clients and internal customers including our sales team of Design Consultants and Installers
  • Field and answer questions related to product specifications, warranty, installation, parts & repairs
  • Place orders, track shipments and relay progress regularly to vested parties
  • Document all inbound inquiries via case creation, including detailed notes on the root cause and most likely path or paths forward
  • Manage a high volume of open cases and provide timely, consistent and accurate updates on progress and ultimate resolution
  • Contribute to organizational success by leveraging all tools and resources to provide prompt resolution to customer issues or concerns
  • Deliver consistent results in key performance areas including schedule adherence, average handle time and resolution time
  • Share feedback and ideas on ways to improve the overall client experience

Requirements

  • Experienced in a Customer Service role, preferably in a call center environment
  • Talented multi-tasker, able to identify and execute resolution on a variety of customer service issues in a timely manner
  • Passionate service provider committed to providing a superior client experience by demonstrating patience, empathy, compassion, and sincerity in both tone and words
  • Self-starter with exceptional time management skills, who consistently meets established productivity, schedule adherence, call monitoring and survey score standards
  • Flexible and adaptable to change, with an ability to learn new skills and retain information
  • Team-oriented with a positive outlook and willingness to go above and beyond
  • An exceptional communicator both over the phone and in written updates/summaries
  • Detail-oriented with a demonstrated ability to thrive in a fast-paced environment, using multiple systems simultaneously to document, track and resolve customer concerns
  • Well-versed in standard office technology (Email, Excel, Word, etc.) and able to type 40-45 wpm
  • Open availability during business hours 6am - 5pm PST to work full-time, five days a week, including Saturdays
  • High school diploma or equivalent work experience.
Benefits
  • Medical
  • Dental
  • Vision
  • Time off with pay
  • 401(k)
  • Short-term disability benefits
  • Long-term disability benefits
  • Company-paid life insurance
  • Accidental death and dismemberment insurance
  • Six weeks of paid parental leave
  • Employee discounts on products
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecase creationorder placementshipment trackingissue resolutiontime managementproduct specificationswarranty knowledgeinstallation knowledgeparts and repairs knowledge
Soft Skills
multi-taskingpatienceempathycompassionsincerityflexibilityadaptabilityteam-orientedcommunicationdetail-oriented