Job Details
Job Summary:
Customer Care Associates are responsible for receiving, resolving, and/or forwarding customer concerns and
complaints to the service department and/or service coordinator for resolution, entering data regarding each
call received into the ABS system, and following up with customers regarding the resolution of their concern or
complaint to ensure customer satisfaction.
Essential Functions:
- Handle all customer phone calls according to prescribed procedures with highest level of professionalism
- and positive demeanor.
- Enter customer complaints/comments into the ABS database and forward as necessary to account manager
- and/or service coordinator.
- Track and report on all account activities as required
- Follow-up with customers and internal management regarding resolution of customer service issues to the
- customer's satisfaction.
- Resolve escalating customer issues in a proactive manner in order to minimize amount of calls forwarded to
- management.
- Present revenue and/or cost enhancing options to customers as appropriate.
- Ensure new account satisfaction with their installations and address concerns/issues.
- Manage large accounts as assigned by supervisor.
- All other duties as assigned by supervisor.
Required Skills & Abilities: Minimum of two years relevant experience in a customer service role required. Experience with complex
customer service issues strongly preferred.
Good working knowledge and skill in operating computers, data entry, and office equipment, etc., required.
Strong working knowledge of MS Excel and MSWord and familiarity with Access is helpful but not required.
Must have well developed communication and basic math skills, organizational and analytical skills, efficient
multi-tasking abilities, ability to work independently with limited supervision, organizational skills, working in a
team environment.
Physical Requirements: None
Required Credentials: High school diploma or GED required. Coursework in business and/or computer software a plus.
Disclaimer: This description does not state or imply that the duties listed above are the only duties to be performed by the Associate.
Associates are required to follow job-related instructions and perform other job-related activities requested by their
supervisor. All requirements are subject to possible modifications in order to provide a reasonable accommodation to
individuals with physical or mental disabilities as defined in the Americans with Disabilities Act. Some requirements may
exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other Associates.