Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Customer Service Representative serving as the voice for Accurate Background clients and applicants. Resolving issues efficiently across phone, email, and chat in a fast-paced environment.
Responsibilities
- Communicate with clients and applicants through phone, email, and chat queues.
- Provide information about products and services.
- Gather details related to complaints and requests.
- Process and resolve requests accurately and efficiently.
- Deliver training and guidance as needed.
- Use deductive and inductive reasoning skills to analyze information from callers and determine appropriate solutions, following through to completion.
- Document all call details, tasks, and actions in the CRM tool.
- Coordinate with supervisors, peers, leaders, and other departments regarding caller requests.
- Offer tutorials and guidance on proprietary systems.
- Adhere to Accurate Background quality standards for services by following client guidelines, regulations, policies, and procedures.
- Support team efforts to maintain service level agreements (SLA).
- Develop knowledge and understanding of specific Customer Service functions, order fulfilment, products and FCRA requirements.
Requirements
- Previous experience working on time-sensitive issues in a fast-paced environment.
- 1+ years of customer service experience.
- Experience in background screening industry preferred.
- Excellent communication skills, both written and verbal, with a focus on issue identification, troubleshooting, and conflict resolution.
- Demonstrates a commitment to providing exceptional customer service by actively listening to customer concerns, responding promptly and professionally, and consistently aiming to exceed customer expectations.
- Utilizes effective communication and empathy to resolve issues efficiently, ensuring a positive customer experience.
- Good organization and time management skills with the ability to prioritize, manage several tasks at once and work effectively to deadlines.
- Analytical and problem-solving skills with the ability to effectively communicate solutions.
- Ability to work independently and as part of a team.
- Ability to learn quickly and retain knowledge.
- Strong Microsoft Office knowledge (Work, Excel, PowerPoint, Outlook).
- Knowledge of Salesforce preferred.
Benefits
- medical and dental
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Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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