06 October 2021
Customer Care Specialist

Customer Service Specialist

$17 hour

Job purpose:

In this multi-faceted role, you will provide technical and/or specialty assistance to customers as a liaison between the customer and the company's Departments. Candidate must have a highly developed sense of integrity and commitment to customer satisfaction and must demonstrate passion for excellence with respect to treating and caring for customers.

Duties and responsibilities:

Provide world-class customer service through excellent communication skills (written and verbal) and maintaining favorable customer relations through attention to detail. Able to appropriately identify a customer’s need by assessing the unique customer’s situation and resolving all issues on behalf of the customer. The ideal candidate should have a working knowledge of at least one operational business unit prior to consideration and the first escalation point for customer issues. The ideal candidate will also be able to thoroughly research information regarding a specific member profile as well as research information on product and service via our database and website while maintaining an active line of communication with the customer.

The Customer Care Specialist | Customer Service will also process certain requests via our database system; renew memberships, process credit cards, checks and process refunds/cancelations, and related areas.

• Excellent communication skills (written and verbal) to maintain favorable customer relations

• Strong computer proficiency with MS Word, database system; data entry

• Good telephone etiquette required

• Works with moderate supervision/guidance

• Provide world-class customer service through communication, technical skills (thorough understanding of the company and their products), and problem resolution

• Answer incoming customer phone calls and take appropriate action for each call Maintain customer contact and track customer call history

• Maintain customer satisfaction ratings based on explicit criteria set forth by the company

• Input information and other customer updates into the CRM platform to keep each customer record current

• Effective at case management by taking ownership of customer issues and managing to completion from beginning to end

• Serve as an “Operational Business Unit Liaison” between the Customer Operations Department and assigned operational business units

• Able to appropriately resolve issues on behalf of customers by interacting with operational business units to bring a collaborative functional solution • Capable of handling escalated customer issues

• Ensures that customers have a positive experience; commits to meet or exceed customer expectations.

• Adhere to all call center KPIs

• Intricate knowledge as the SME of at least one operational business unit

• Bilingual skills are helpful but not required; Spanish, Mandarin, and Portuguese

Working conditions

• Working conditions are normal for an office environment.

Physical requirements

Requires sitting for extensive periods of time, operating a computer keyboard, telephone and other equipment for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

At ttg, “We believe in making a difference One Person at a Time,” ttg OPT.