E-Mail Customer Care Rep

Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America Req #2546
Tuesday, April 27, 2021


Alta Resources is Hiring!


SUMMARY

The Email 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 position primarily
responds to customer inquiries and addresses questions via letter, email and voicemail. This position may involve other work activities in many capacities
including, but not limited to: inbound and/or outbound calls, letter, fax, mail and sample fulfillment, data entry, surveys, or processing & validation of
orders. This role is responsible to facilitate, analyze, and resolve any customer issues, provide product support and/or investigate questions or follow
up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty.



ESSENTIAL DUTIES AND
RESPONSIBILITIES
include
the following. Other duties may be assigned.


Serves as a company ambassador by delivering a high level of professionalism and
quality through the delivery of exceptional customer service and support by
utilizing strong written and verbal communication skills.



Handles escalated (sensitive, urgent and particularly unusual) emails or letter by
following established guidelines and procedures or exception to these under
direction of Alta's guidelines and client procedures.  Troubleshoots and problem solves customer's
issues or concerns by providing solutions, recommendations, replacements,
gathering of sensitive information, and/or detailed product information with a
sense of urgency while using a positive and empathic approach at all times.



Completes, maintains, and processes pertinent paperwork and records with a high attention
to detail to ensure accurate data is entered in CRM, client systems, and other
technology as needed. Additional duties may include balancing of orders,
updating reports, assist in the final testing of new surveys, and some data
analysis.


May identify potential sales opportunities with customers regarding their product
needs, or up selling related products.



Completes daily tasks within pre-established timelines by appropriately 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 based environment. Provides
back up support to other teams as needed. 


Takes the initiative to obtain and consistently upgrade product knowledge.


Builds relationships and works closely with client, Alta co-workers, and all levels of
the organization in a positive manner 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.

Report any training needs or system error/discrepancies to the supervisor.


Complete other tasks as deemed appropriate by supervisor.

Regular attendance, punctuality and adherence to agreed-upon schedule of availability
are conditions of employment and essential function of this position.



LEADERSHIP RESPONSIBILITIES

Although this position will not have responsibility for direct reports, the position
requires active leadership in the way of supporting strategic initiatives as
well as active personal development and application of the Six Sigma
methodologies.



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. 


Displays a high level of confidence, enthusiasm and a positive attitude with the desire
to succeed and exceed customer expectations. Has a passion to serve others. 

Excellent interpersonal, written and verbal business communication skills. Ability to
establish rapport, builds relationships and loyalty with external and internal
customers and coworkers, and remains tactful when communicating negative
information.


Demonstrate an ability to display patience and empathy while using grammatical skills and
ensure internal staff and customer needs are fulfilled in a timely and satisfactory fashion.

Demonstrate an ability to maintain composure while diffusing and professionally negotiating
a high-tension situation on a routine basis. Strong retention skills with the
ability to follow a process flow and/or script as needed.



Highly self motivated with the ability to prioritize complex, diversified
responsibilities, multi task effectively and execute tasks with minimum
supervision. Strong organization and time management skills. Ability to remain
focused and productive with tasks that may be repetitive. Strong attention to
detail and accuracy.

Solid logical decision making and troubleshooting skills with the ability to problem
solve in a timely and effective manner. Exercises good judgment. Takes
ownership of issues or questions and will escalate problems to the appropriate
person and follow up accordingly to the customer. Knows when to involve
supervisors.



Ability to maintain a high level of confidentiality by handling sensitive and private
client and customer information in accordance to Alta Resources and Client's
policies and regulatory requirements.

Embraces change and is flexible to the needs of the business and team.


Proven ability to meet deadlines and key metrics, work independently, as a team player
and role model, and deliver results in a fast paced, team based environment.
Must be willing to assist and coach teammates and build strong relationships to
achieve company and department goals.

Ability to accept and apply coaching and feedback from leadership.


Proven track record of reliability and a strong work ethic is a must.

EDUCATION and/or EXPERIENCE 


High school diploma or equivalent (GED, HSED) required. Bachelor's degree,
preferably in Communications or English, is desired.


Two to three years of relevant, stable work experience is required.

Handling escalated/difficult/sensitive customer issues in a diversified, complex
environment is desired.  Sales, training, or member retention experience is a plus. Industry experience or any other service related industry experience is highly desired.


Excellent writing skills; including spelling, grammar and sentence structure is required.

Proven ability to quickly learn complex program and product knowledge, experience working on a PC, accessing and navigating multiple software applications in a Windows environment is required. Beginner to Intermediate knowledge and use of Microsoft Suite, primarily in Word, Excel, PowerPoint, and Outlook is required. Keying data entry efficiently and accurately with proficiency in typing/keyboard is required.



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, analyze, and interpret general
business periodicals, professional journals, technical procedures, or
governmental regulations.  Ability to
write reports, business correspondence, and procedure manuals.  Ability to effectively present information
and respond to questions from groups of managers, clients, customers, and the
general public.



 



MATHEMATICAL
SKILLS



Ability to add, subtract,
multiply, and divide in all units of measure, using whole numbers, common
fractions, and decimals.  Ability to
compute rate, ratio, and percent and to draw and interpret bar graphs.



REASONING
ABILITY



Ability to solve practical problems and deal with a
variety of concrete variables in situations where only limited standardization
exists. Ability to interpret a variety of instructions furnished in written,
oral, diagram, or schedule form.



 



 



PHYSICAL DEMANDS 



While performing the duties
of this job, the employee is regularly required to sit for up to eight hours,
and stand. Manual dexterity which allows the individual to use hands to type on
a keyboard, use a mouse and write are required, as is the ability to talk, and
hear.   The employee must occasionally
lift and/or move up to 25
pounds
.  Specific vision abilities
required by this job include close vision. 
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.



 



WORK ENVIRONMENT 



The work environment
characteristics described here are representative of those an employee
encounters while performing the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.  The environment
for which this position functions contains scents and fragrances related to
product samples that are necessary to have on site in order to complete the
essential job functions of this position or others positions within the same
area.  Due to the nature of this work
individuals are required to be on-sight during hours designated by the Client,
however, the occasion will arise when the employee must be off-site due to
business functions.



 



 



 






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Other details

  • Pay Type Hourly
  • Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America