Customer Support representative managing client onboarding and inquiries for reybex products at EDIT Systems GmbH in Essen, Germany. Responsibilities include technical support and customer training.
About the role
- Customer Care Specialist delivering empathetic and professional customer service for Care.com members. Supporting requests through various channels including phone, email, and chat with a focus on member satisfaction.
Responsibilities
- Answering inbound calls with a smile, delivering professional and empathetic customer service
- Assessing member needs by utilizing active listening, probing, and problem-solving skills and providing education and guidance related to the presenting need
- In between calls, assisting members who submit requests via email/web/chat
- Verifying member eligibility for our services, recording request in our CRM system, and providing details about benefits based on individual benefits plans
- Maintain consistent adherence to metric standards, including service level agreements, call abandonment rates, and average speed to answer, to ensure the highest quality member satisfaction
- Fulfill any additional responsibilities assigned by management
Requirements
- Bachelor’s Degree preferred, or relevant work experience in lieu of a degree
- 1-3+ years of client service experience, preferably in a human services field
- High emotional intelligence and strong communication skills, both written and verbal
- Team-player, with a passion for delivering exceptional customer service
- Exceptional analytical, organizational and time management skills
- Strong change agility and ability to pivot quickly as needed
- Comfortable in a fast-paced environment
- Comfortable meeting or exceeding daily and weekly KPI benchmarks
- Open to feedback, ongoing learning, and comfortable asking questions
- Reliable and consistently punctual
- Independent judgment and discretion
Benefits
- Health insurance coverage
- Life insurance
- Disability insurance
- Generous 401K employer matching program
- Paid holidays
- Paid time off (PTO)
Job title
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