Customer Care Representative

Job description

Position Summary The Customer Care Representative provides outstanding service to our customers by responding to a high level of inbound customer calls, inquiries and requests which may require research and investigation to reach resolution. The incumbent actively engages customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner. Key Responsibilities: - Answers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services. - Responds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued. - Engages in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed. - Builds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability. - Utilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers. - Understands and strives to meet or exceed call center metrics while pro...