Customer Care Representative

Job Description

Description

Please note that for this direct hire role in San Antonio, bilingual (English/Spanish) is required. Summary: In this role, you will be responsible for delivering legendary service by assisting customers in their channel of choice (voice, email, chat). CCR IIs primarily deliver concierge-level support via specialized customer campaigns. Essential Functions:

• Provides concierge-level support for specialized campaigns delivering timely, accurate, and legendary customer service via e-mail, live chat and/or phone channel; Must have the ability to comprehensively research and review complex customer requests and provide the best options or assign the customer to the correct subject matter expert
• Creates accounts for new leads in CRM tool and assigns them to the appropriate sales team
• Manages lead information by obtaining additional information to ensure lead profiles are complete, locate duplicate leads and create prospect accounts for leads
• Coordinates credit application process by submitting applications to the Company’s credit department, communicating the application status to the customer and partnering with sales teams to ensure legendary customer service is provided during the application process
• Handles overflow internal and external customers through inbound and outbound phone calls, live chats and email
• Performs lead qualification via phone call and email (outbound
• Requires regular and punctual employee attendance
• Works safely always and adheres to all applicable safety policies; Complies with all company policies, procedures, and standards
• Performs other duties as assigned

Requirements

• High School diploma/GED or equivalent required
• Two years of experience and/or demonstrated job-relevant knowledge/skills and values; Two years of work-related skills, knowledge, or experience is preferred
• Bilingual (Spanish) required; Excellent Spanish and English oral and written communication skills
• Knowledge of the construction industry
• Exceptional attention to detail
• Exceptional organizational, time management, and multi-tasking skills
• Excellent communication and interpersonal skills to establish working relationships with multiple departments and various levels of the organization
• Intermediate proficiency with Office 365, Salesforce, Live Chat, inContact (or similar contact center application)
• Must be adaptable and flexible, demonstrating abilities to work with process and information changes
• Ability to learn and use industry applications and software
• Ability to work independently and within a team in a fast-paced, high-volume environment with emphasis on accuracy and timeliness
• Ability to maintain a high level of ethics, teamwork and professionalism while demonstrating a caring attitude toward employees and customers

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