Multi-Channel Customer Care Rep

Summary

The Customer Care Representative position provides professional, quality, and best in class service (and sales support) for existing or prospective customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This role involves inbound and / or outbound phone calls, email, sample fulfillment, data entry, and validation of orders. The Customer Care Rep will handle complex compliance issues as they support an Alta client that may be regulated by a federal and / or state government agency. Additional duties may include updating reports, assisting in the final testing of new surveys and processes, and some data analysis. This role seeks to facilitate, analyze and resolve customer issues, provide product support and / or investigate questions or follow up to resolve concerns in an accurate and timely manner to ensure customer retention and loyalty. This role also works to resolve transferred call issues and answer process questions, following a designated escalated system process designed by Alta's Client.

Essential Duties & Responsibility

• Serves as a company ambassador by delivering a high level of professionalism and quality through exceptional customer service and support using strong verbal and written communication skills and effective telephone techniques.
• Builds relationships and rapport with customers through a conversational and consultative approach.
• Troubleshoots and problem solves customer issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and / or detailed product information with a sense of urgency while maintaining a positive and empathetic approach.
• Handles complex compliance issues as Alta's client may be regulated by a federal and / or state government agency.
• Completes, maintains, and processes pertinent paperwork and records with attention to detail to ensure accurate data entry in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assisting in the final testing of new surveys, and some data analysis.
• Completes daily tasks within pre-established timelines by prioritizing multiple tasks within or across projects or cross-functional teams with minimal direction from management.
• Meets all identified team and client performance metrics, goals, and deadlines in a fast-paced, ever-changing, high-performing team environment. Provides backup support to other teams as needed.
• Takes the initiative to obtain and consistently upgrade product knowledge.
• Escalates issues and reports quality issues per procedures.
• Identifies potential sales opportunities with consumers regarding their product needs, or up-selling related products.
• Builds relationships and works closely with clients, Alta co-workers, and all levels of the organization to supply necessary updates and reporting as needed.
• Recommends improvements to management in service, product, procedures, and / or packaging to support operational excellence or to prevent future issues of a similar nature.
• Reports training needs or system error / discrepancies to the supervisor.
• Performs other tasks as deemed appropriate by supervisor.
• Regular attendance, punctuality, and adherence to the agreed-upon schedule of availability are conditions of employment and essential functions of this position.
• Other duties may be assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience

Technology Skill Base

This position requires a working knowledge of computer technology that includes, but is not limited to : beginner to intermediate Word, Excel, PowerPoint, and Microsoft Outlook. Must be able to effectively and efficiently utilize multiple Internet search windows. Individuals must possess the ability to learn and understand new software and other technology applications as introduced by the Client and Alta Resources.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Basic addition, subtraction, multiplication, and division skills.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Work Environment

Alta Resources is an equal employment opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of this work, individuals may be required to be on-site during hours designated by the Client; however, there may be occasions when the employee must be off-site due to business functions.

Locations : Neenah, WI; Brea, CA; Fort Myers, FL; Pasig City, PH; Belize City, BZ; Mexico City, MX

EEO statements and privacy information available as applicable.

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