Customer Care Representative - Lehigh

The Customer Care Representative will professionally interact with customers to provide superior service and support as a primary agent for all inbound phone calls and Company websites inquiries, being responsible for entry and tracking of orders, answering email inquiries, and notifying customers of backorders. Training Schedule: Monday – Friday, 8:00 AM - 5:00 PM EST. Work Schedule: Monday - Friday 10:00 AM - 7:00 PM EST.

Responsibilities

Provide superior service and support as a primary agent for all inbound phone calls and Company websites inquiries; Responsible for entry and tracking of orders; Answering email inquiries; Notifying customers of backorders; Answer inbound and place outbound calls; Handle consumer chats and email correspondences; Enter orders as needed; Acquire a working knowledge of product lines and be able to suggest alternate selections and upgrades as needed; Offer feedback to E-commerce department regarding consumer’s experience while interacting with company websites; Help to troubleshoot, understand and fully document any web issues before getting it to the correct technical resource for resolution; Track any problems or complaints to final resolution within a designated time frame; Provide callers with accurate information and/or refer their requests to the appropriate department or responsible person; Work to convert call and chat inquiries into sales; Process consumer returns as needed.

Requirements

Associate's degree (A. A.) or equivalent from two-year College or technical school; or two (2) to four (4) years related experience and/or training; or equivalent combination of education and experience; One (1) to two (2) years of call center experience; Intermediate level of skill in Microsoft applications including Word, Excel, PowerPoint, and Outlook; strong experience using web-based service and/or ecommerce tools; Strong oral and written communication and telephone skills; Strong organizational skills with the ability to multitask and demonstrated ability to work in a fast-paced environment.

Nice to have

Microsoft PowerPoint; Microsoft Excel; Microsoft Word; Team Player; Self-Starter; Associates or better; Technical/other training or better