Customer Care Specialist I

POSITION DESCRIPTION

The Customer Care Specialist handles inbound/outbound calls, email, and/or chats from program participants by answering their questions and providing support efficiently and successfully. This position cares for the brand of our clients in every interaction as well as ITA Group's commitment to excellence.

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS

• Handle inbound and outbound calls, emails, and/or chats from program participants of multiple clients regarding participant questions, challenges, and service needs ensuring all customer inquiries are handled efficiently and effectively.

• Answer all participant inquiries in a friendly and welcoming manner.

• Offer feedback to manager for improving customer satisfaction.

• Successfully complete and maintain all level 1 training objectives and performance goals.

• Use active listening skills and questioning techniques to support effective communication. Take ownership of every participant interaction, ensuring proper follow up is given and participant satisfaction is attained when it is necessary to assign a task to other ITA Group personnel.

• Document inbound/outbound inquiries on appropriate software systems and participant records when applicable in a timely and accurate manner.

• Utilize available resources to research participant requests, inquiries and problems. Interact with other ITA Group departments to investigate issues before obtaining management involvement.

• May assist in the implementation of new incentive, recognition, and travel (or miscellaneous programs) by thoroughly reviewing the CRM platform and recommending appropriate changes. Work with the Manager and QA Analyst to ensure recommended and approved changes are implemented.

• Spend idle time between inquiries working productively by performing other tasks assigned by the Manager, or researching industry information on the performance marketing industry and travel destinations that will improve department knowledge and skill level.

• Understand the impact of attitude in handling inquiries professionally.

• Be proactive within the working environment and work with the manager/team to ensure the workplace is conducive to positive moral, individual style, quality, creativity, and teamwork.

• Strive to become recognized as an expert in your role by consistently improving position knowledge.

• Comply with policies, procedures, and other internal controls prohibiting any unfair, deceptive, or abusive practices in service calls and any other interactions with customers.

POSITION REQUIREMENTS

• Associates or Bachelor's degree preferred OR one to two years of customer service experience, preferably in the performance marketing or service-related industry.
• Effective organizational and time management skills.
• Excellent problem-solving and decision making skills with the ability to think quickly.
• Professional demeanor with a strong work ethic & conscientiousness.
• Ability to utilize various Windows based software applications.
• Ability to type 40 wpm.
• Ability to identify and resolve more complex problems and exercise sound judgment within established guidelines.
• Ability to establish and maintain positive working relationships with internal/external employees, participants, vendors or other contacts.
• Ability to handle multiple interruptions and adjustments to priorities throughout the day.
• Effective oral and written communication skills, including the ability to clearly express thoughts to others and exchange information. Must be able to work effectively within a team environment.
• Excellent listening skills.
• Ability to effectively communicate with diverse, irate or other disgruntled individuals calmly and effectively within the team.
• Ability to listen, understand and respond to external and internal customers' needs in a timely manner; customer service experience in a service-related industry preferred.
• Ability to work the time necessary to complete projects and/or meet deadlines.

To perform this job successfully, an individual must be able to complete each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required.

ITA Group, Inc. is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Company will consider reasonable accommodations for qualified individuals with disabilities and encourage prospective employees and incumbents to discuss potential accommodations with the Company.