Customer Care Representative

Job Title:               Customer Care Representative

Department:          Customer Care

Location:               1826 Claiborne Avenue, Shreveport, LA

Wage Category:    Non-Exempt

Reports To:           Vice President, Operations

Duties and responsibilities include but are not limited to:

• Communicate with customers via e-mail.
• Maintain a positive attitude and calmly respond to customers’ complaints by responding promptly to customer. inquiries, resolving customer complaints, and following up on customer interactions.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Provide pricing and delivery information.
• Set up new customer accounts and keep accounts up to date.
• Provide quotes and process orders.
• Prepare product and customer reports by gathering data collected during customer interactions.
• Following up with clients or customers to check for customer satisfaction and to place additional orders.
• Organize workflow to meet customer timeframes.
• Direct requests and unresolved issues to the designated person.
• Keep records of customer interactions and transactions.
• Record details of inquiries, comments, and complaints.
• Maintain customer databases.
• Communicate and coordinate with internal departments.
• Escalate customer queries and concerns to management.
• Other duties as assigned.

Key Competencies:

• Interpersonal and listening skills.
• Communication skills - verbal and written.
• Problem analysis and problem-solving.
• Attention to detail and accuracy.
• Customer service orientation.
• Adaptability and initiative.

Qualifications:

• High School Diploma or equivalent.
• Knowledge of applicable products and markets Knowledge of customer service principles and practices.
• Experience working with customer support.
• Knowledge of M.S. Office products (Outlook, Word, and Excel).
• Ability to type.
• Numeric, oral, and written language applications.
• Preference is given to qualified visually impaired individuals.