Communication Skills, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Service Management, Customer Service Software, Customer Support/Service, Customer/Client Research, Data Entry, Fax Machines, High School Diploma, Interpersonal Skills, Leadership, Presentation/Verbal Skills, Printers, Problem Solving Skills, Resolve Customer Issues, Team Building, Telephone Skills, Writing Skills
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Description
Title: Customer Care Lead
Reports To: General Manager
Summary: This position is responsible for interacting with customers to provide information in response to inquiries about services and handling/resolving complaints.
Essential Functions:
- Train, explain tasks, and assist in the solution of customer problems.
- Answer incoming phone calls, faxes, emails and respond to customer requests.
- Identify and assess customer's needs to achieve satisfaction.
- Handle complaints and provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Go the extra mile to engage customers.
- Key in new box information for all accounts.
- Data entry includes making computerized location changes, assigning customers new departments in the computer, and sending computer input to printer for printouts.
- Responsible for taking paperwork from the "ready to be filed tray" and placing it in each customer's folder.
- At the end of each month, responsible for storing the previous month's files in VRC boxes.
- Work on special projects as required by the Customer Service Manager or General Manager as needs arise.
Requirements
Qualifications:
- High School Diploma
- Proven experience in a customer service role with leadership responsibilities.
- Excellent verbal and written communication skills.
- Strong understanding of customer service software, databases, and CRM tools.
- Demonstrated ability to handle complex customer inquiries.
- Ability to build positive relationships with high level of interpersonal skills.
- Excellent team development and leadership skills.
- Problem-solving and decision-making skills.