Multi-Channel Customer Care Rep

Job description

Summary The Multi-Channel Customer Care Representative position provides professional, quality, and "best in class" service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position primarily responds to customer inquiries and addresses questions via inbound and/or outbound phone calls, email, chat, social media, letter and fax. Additional duties may include updating reports, assisting in the final testing of new surveys and processes, and some data analysis. This role is responsible to facilitate, analyze, and resolve any customer issues, provide product support and/or investigate questions or follow up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty. Essential Duties & Responsibility Other duties may be assigned. • Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong written and verbal communication skills. Passionate about delighting consumers: Brings “caring” to life in exceptional one-on-one interactions. • Probes/listens with empathy, then looks for ideas, solutions and resources that resolve consumers’ needs. Adapts communication style to the individual and the situation. • Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed. Always welcoming, genuine and reliable in building relationships, even when multi-tasking. Clever, humorous and direct, in sync with the Gillette persona. Always acts with a “do the right thing” mindset. • May identify potential sales opportunities with customers regarding their product needs, or up selling related products. Ability to influence outcomes: Overcome objections, promote subscription benefits, encourage/enable new sign-ups. • Handles escalated (sensitive, urgent and particularly unusual) emails or letter by following established guidelines and procedures or exception to these under direction of Alta's guidelines and client procedures. Troubleshoots and problem solves customer's issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times. • Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis. • Create and update orders with accuracy and a high degree of sales ethics. • Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management. • Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed. • Takes the initiative to obtain and consistently upgrade product knowledge. • Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature. • Report any training needs or system error/discrepancies to the supervisor. • Complete other tasks as deemed appropriate by supervisor. • Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position. Leadership Responsibilities Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of the Six Sigma methodologies. Qualifications • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. • Ability to make each interaction easy, fun and enjoyable so consumers feel valued. • Displays a high level of confidence, enthusiasm and a positive attitude with the desire to succeed and exceed customer expectations. • Excellent interpersonal, written and verbal business communication skills. Must display written excellence that touches the heart while appealing to the head. Ability to build relationships while adapting communication style to the individual and situation. • Demonstrate an ability to display patience and empathy while using grammatical skills and ensure internal staff and customer needs are fulfilled in a timely and satisfactory fashion. • Demonstrate an ability to maintain composure while diffusing and professionally negotiating a high-tension situation on a routine basis. Strong retention skills with the ability to follow a process flow and/or script as needed. • Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision. Strong organization and time management skills. Ability to remain focused and productive with tasks that may be repetitive. Strong attention to detail and accuracy. • Solid analytical and logical decision making as well as troubleshooting skills with the ability to problem solve in a timely and effective manner. Uses consultative approach to enhance the customer’s relationship with the brand. Exercises good judgment. Takes ownership of issues or questions and will escalate problems to the appropriate person and follow up accordingly to the customer. Knows when to involve supervisors. • Ability to maintain a high level of confidentiality by handling sensitive and private client and customer information in accordance to Alta Resources and Client's policies and regulatory requirements. • Embraces change and is flexible to the needs of the business and team. • Expertly directs customer to channel most logical to resolve customer concern. Communicates effectively with the customer in the customer’s desired media. • Proven ability to meet deadlines and key metrics, work independently, as a team player and role model, and deliver results in a fast paced, team based environment. Must be willing to assist and coach teammates and build strong relationships to achieve company and department goals. • Ability to accept and apply coaching and feedback from leadership. • Proven track record of reliability and a strong work ethic is a must. EDUCATION and/or EXPERIENCE • High school diploma or equivalent (GED, HSED) required. Bachelor's degree, preferably in Communications or English, is desired. Five years’ previous work experience in customer service, sales, training, or member retention required. Post-secondary education in business or a related field will be considered in lieu of experience. • Handling escalated/difficult/sensitive customer issues in a diversified, complex environment is desired. Sales, training, or member retention experience is a plus. Industry experience or any other service related industry experience is highly desired. • Excellent writing skills; including spelling, grammar and sentence structure is required. • Proven ability to quickly learn complex program and product knowledge, experience working on a PC, accessing and navigating multiple software applications in a Windows environment is required. Beginner to Intermediate knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook is required. Keying data entry efficiently and accurately with proficiency in typing/keyboard is required. • Prior experience of engaging and interacting with millennials/youth. TECHNOLOGY SKILL BASE This position requires a working knowledge of computer technology that includes, but is not limited to: Beginner to Intermediate Word, Excel, PowerPoint, and Microsoft Outlook. Must be able to effectively and efficiently utilize multiple Internet search windows. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources. LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Consultative speaking patterns – able to listen for clues and cues and present resolutions to the customer based on this listening. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. REASONING ABILITY Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to anticipate future customer concerns on a 360-degree basis to the brand. Ability to consultatively present full brand solution set to the customer. Work Environment Alta Resources is an equal employment opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of this work individuals are required to be on-sight during hours designated by the Client, however, the occasion will arise when the employee must be off-site due to business functions.