Apply Now

Seasonal Customer Care Rep

Ft. Myers, FL, 12600 Gateway Blvd, Fort Myers, Florida, United States of America Req #2076
Thursday, September 3, 2020


Alta Resources is Hiring!

The Customer Care Representative position provides professional, quality, and "best in class" service for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will involve work activities in many capacities including, but not limited to: inbound and/or outbound phone calls, email, chat, letter, fax, mail and sample fulfillment, data entry, surveys, validation of orders, and social media.

Additional duties may include updating reports, assist 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 AND
RESPONSIBILITIES
include
the following. 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 verbal and written communication skills and effective
telephone techniques.

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.

May
identify potential sales opportunities with customers regarding their product
needs, or up selling related products.

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.

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.

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. 

Displays
a high level of confidence, enthusiasm and a positive attitude with the desire
to succeed and exceed customer expectations. 
Has a passion to serve others. 

Excellent
interpersonal, verbal and written communication skills. Ability to establish
rapport, builds relationships and loyalty with external and internal customers
and coworkers, and remains tactful when communicating negative information.

Demonstrate
an ability to display patience, empathy, and strong listening skills while
ensuring 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
logical decision making and troubleshooting skills with the ability to problem
solve in a timely and effective manner. 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.

Proven
ability to meet deadlines and key metrics, work independently, as a team
player, and drive results in a fast paced, team based environment. Must be
willing to assist 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. Post high school education is preferred.

Previous work experience in customer service, sales, training, or member retention required. Industry experience or any other service related industry experience is a plus.

Ability to quickly learn complex program and product knowledge, work on a PC, accessing and navigating multiple software applications in a Windows environment while talking to the customer on the phone via a headset at the same time. Beginner to Intermediate knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook is desired. Keying data entry efficiently and accurately with proficiency in typing/keyboard is required. Polished phone demeanor, tone and etiquette is required.

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.

 

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.

 

PHYSICAL DEMANDS 

While performing the duties
of this job, the employee is regularly required to sit for up to eight hours,
and stand. Manual dexterity which allows the individual to use hands to type on
a keyboard, use a mouse and write are required, as is the ability to talk, and
hear.   The employee must occasionally
lift and/or move up to 25
pounds
.  Specific vision abilities
required by this job include close vision. 
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.

 

WORK ENVIRONMENT 

The work environment
characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.  The environment
for which this position functions contains scents and fragrances related to
product samples that are necessary to have on site in order to complete the
essential job functions of this position or others positions within the same
area.  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.

 

 



NEENAH, WI | BREA, CA | FORT MYERS, FL | PASIG CITY, PHILIPPINES 
About Us | Careers | Need Assistance | 877.464.2582Privacy Policy

Other details

  • Pay Type Hourly
  • Ft. Myers, FL, 12600 Gateway Blvd, Fort Myers, Florida, United States of America