Customer Care Representative

Customer Care Representative

The Customer Care Rep provides high-quality service to ASQ customers and is responsible for answering all customer requests via multiple channels of communication including chat, e-mail, and phone. The ideal candidate will be a strong communicator who values teamwork and accountability, is able to work in a fast-paced environment with high levels of multi-tasking, and who is dedicated to providing a positive customer experience. This role is a full-time non-exempt position with a schedule of M-F 8am-5pmCT. The hourly compensation range for the role is $15.58 to $19.48 based on experience and overall fit.

Main Responsibilities :

• Professionally handles incoming communications and service ticket requests from customers and ensures that issues are resolved both promptly and thoroughly.
• Efficiently gathers customer information, accesses and fulfills customer needs, educates the customer (where applicable) to prevent the need for future contact, and documents interactions through contact tracking in the CRM platform, Fonteva.
• Provides quality service and support in a variety of areas including, but not limited to : placing orders, invoicing, and system troubleshooting.
• Upsells ASQ's products and services and builds strong relationships with internal customers to ensure maximum results for issue resolution for all customers.
• Maintains a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
• Continuously evaluates and identifies opportunities to drive process improvements that positively impact the customer's experience.
• Adheres to ASQ Competencies : Trust, Accountability, Collaboration, and Transparency

All other duties as assigned.

Working Conditions and Physical Requirements :

Hybrid Office Environment with 2+ days in office at the Milwaukee Headquarters location.

Position Minimum Qualifications :

The Location :

ASQ is conveniently situated in downtown Milwaukee, immediately adjacent to major freeway exits and the robust downtown economy.