Job Description

https://engage.360insights.com/content/2331166?assetComponentId=2323976&popupstate=%7B%22state%22:%22app.viewContent%22,%22srefParams%22:%7B%22assetId%22:2295120,%22assetComponentId%22:null,%22languageCode%22:null,%22version%22:null,%22sourceType%22:%22WidgetContentList%22,%22feedPosition%22:-1,%22source%22:13,%22sourceId%22:2323976%7D%7D


Summary:
A Customer Care Professional acts as the main point of contact for consumers and sales associates who call or email in regarding a concern with their incentive program (SPIFF, Rebate, Co-Op, etc.) Maintaining a stress-free experience for the customer, the Client Care Professional will provide efficient and dedicated service to ensure resolution and an overall positive experience.
Responsibilities:

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  Provide world-class customer service for our clients through:
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  Inbound phone calls
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  Email support boxes and portals
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  Live chat
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  Learn and navigate the 360insights solution to provide answers to customer inquiries
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  Consistently work towards enhancing the customers experience and reducing the need for customers to contact us by:
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  Capturing classification data on each interaction
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  Providing regular anecdotal and data-based feedback through the team
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  Identifying issues early and offering suggestions for solution
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  Identifying common issues or feedback occurring across multiple clients to drive best practices across the enterprise
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  Complete task-based duties as assigned by the Manager, Client Operations
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  Provide universal and off-hours support (7-9pm weekdays, and weekends) to multiple clients
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  Continued personal growth to place yourself in the position to successfully advance your career including:
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  Completion of self-study and guided study within our systems
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  Coaching and feedback from the Operational Excellence Quality team
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  Consultation with other team members in order to enhance skill set

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  Proven excellent communication skills - written and verbal
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  A customer first mentality and deep understanding of customer service
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  Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word)
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  Proven excellent analytical and problem-solving skill (strong aptitude for math)
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  Ability to key at least 30-35 words per minute
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  Proven ability to work as an effective member of a team
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  Proven organizational and follow-up skills (including prioritization)
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  Strong active listening skills
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  Ability to work independently, with minimal supervision
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  Demonstrated ability to provide valuable feedback and solution options based on that feedback
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  Bilingual (French) is an asset
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  Background in a software company, or has a natural comfort with software applications an asset
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  Microsoft Office Certification an asset