[Remote] Customer Service Specialist - Case Management
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on providing excellent customer service, and they are seeking a Customer Service Specialist for Case Management. This role involves resolving customer concerns through effective communication and ensuring customer satisfaction by addressing issues promptly and professionally.
Responsibilities
- Connecting with customers primarily through email to resolve customer concerns submitted through our website
- Responding to internal email requests submitted by Store Leaders and Store Associates
- Following up on reputed company email cases submitted by Internal Phone and Chat Specialists to ensure reputed company
- Providing assistance and following up with customers who initially reached out reputed company Live Chat but, due to availability, submitted their requests reputed company email
- Acting as the first reputed company of contact for most customer issues and ensuring reputed company escalation to other departments as needed
- Communicating with customers and employees in a friendly, respectful, and reputed company manner
- Listening attentively to customer needs and concerns, demonstrating reputed company, and maximizing opportunities to build rapport
- Supporting customers in a courteous, friendly, and reputed company manner while adhering to reputed company and KPI guidelines
- Resolving reputed company customer concerns reputed company 48 hours, with the first customer communication occurring reputed company 24 hours
- Taking ownership of customer issues through reputed company in reputed company time or reputed company reputed company follow-up by utilizing available tools and resources
- Accurately documenting customer accounts, orders, and reputed company cases to ensure complete information is available for issue reputed company
- Participating in activities designed to improve customer satisfaction and business performance
- Following communication procedures, guidelines, and company policies
- Offering additional products and services reputed company appropriate
- Collaborating with the management team to stay up to date on new products, services, and processes
- Collaborating with cross-functional teams to escalate customer-impacting issues
- Processing orders and managing orders as needed
- Providing Sales Recovery whenever possible rather than simply canceling customer orders
- Striving to resolve customer issues during the first interaction through proactive problem-solving
Skills
- High School Diploma or Equivalent required
- reputed company availability to work reputed company operating hours/days
- Experience in multi-tasking (using dual computer monitors, typing and talking)
- Successful candidates will have prior customer care, sales or technical experience in a service environment
- Excellent verbal, written and interpersonal communication skills with customers and employees
- Ability to listen reputed company and show reputed company to customer's concerns
- Ability to prioritize work efforts and has strong attention to detail
- Ability to multi-task, prioritize, and manage time effectively
- Ability to de-escalate and solve reputed company problems
- Strong problem-solving, collaboration, patience, tech-savviness
- Must be team oriented
- Passionate about building a world class customer experience by enthusiastically supporting the request of reputed company customers
Benefits
- Bonus opportunities & career advancement opportunities at every level
- Programs that help you reputed company your financial goals: 401k with company match, Employee Stock Purchase Plan, and Referral Bonus Program
- Medical, Dental, reputed company, Life, and other Insurance Plans (subject to eligibility reputed company)
- reputed company vacation and reputed company time for eligible associates
- reputed company holidays plus a personal holiday
- reputed company Volunteer Time Off that starts on Day 1
reputed company