Customer Care Specialist

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Customer Care Specialist 2017-08-06T14:23:06+00:00

Pay Range : Depends on experience

Brief Job Description:
 Customer Care Specialists primary responsibility is to communicate over the telephone and help people with their needs such as taking orders, giving directions, forwarding calls to the proper extension, answering questions concerning products and services including pricing, etc.

Good people skills are essential since Customer Care Specialists are constantly interacting with customers, representatives of other companies, other employees, etc. Customer Care Specialists need to be able to soothe callers who are difficult or may have a complaint in a cool and professional manner. Customer Care Specialists need to be thick skinned, not easily offended, but they also must have a tender and empathetic heart.

Customer Care Specialists also need to pay close attention to details and be able to get complete information from customers and other callers. There will be times that many people will be need to be taken care of quickly and efficiently, and the Customer Care Specialist will need to remain in control and handle each need carefully, accurately, and calmly and follow-up up quickly and consistently.

Customer Care Specialists are required to become knowledgeable about our products and services and be able to explain the benefits of our products and services to customers, as well as take care of some of the technical questions.

Customer Care Specialists will also need to serve people who come into our offices and take care of their needs in a friendly and professional manner. They will also be required to get parts from the parts room and carry them back to the front office.

Customer Care Specialists will also work extensively with computers by entering work orders, looking up information, entering quotations, word processing, etc. There will also be occasions when the Customer Care Specialist will be required to cover the Dispatcher/Scheduler’s duties by scheduling calls, calling customers, contacting technicians by phone, etc.

All employees, including Customer Care Specialists, are required to maintain a neat appearance at all times. Proper casual business attire and hygiene are required. This specifically means no shorts, t-shirts, tank tops, etc. Nice dress jeans may be worn, but the management reserves the right to decide what attire is and is not appropriate. The management also reserves the right to determine what type of jewelry, hair style and color, makeup, tattoos, etc. are appropriate.

Employees failing to comply to the management’s dress codes will be subject to disciplinary action up to and including dismissal. Other duties of Customer Care Specialists may include keeping the front office and showroom cleaned and stocked, keeping the break room clean, stamping literature, making copies, mailing information, filing, etc. Customer Care Specialists as well as all employees of Hollywood-Crawford Door may be require at times to do other things that are not specifically listed in their job description. They will be expected to cheerfully do whatever work related responsibilities are given to them.

All Hollywood-Crawford Door employees should always follow these two Golden Rules while at work: “Under promise, and over deliver”, and “Do unto others as you would have them do unto you.”

Customer Care Specialists are scheduled to work Monday through Friday starting at 7:45 a.m. and ending usually whenever they have had completed all their work, which should be by 5:30 p.m or before. Lunch times and break times are to be mutually agreed upon by the other office personnel and the office manager. All personal phone calls should be made during your break times and lunch times. Only emergency calls should be taken or made while you are working, and those should be minimal. Employees are expected to be at work all scheduled days on time. Employees arriving for work late (5 minutes or more) will be subject to disciplinary action up to and including dismissal.

Evaluated On:

  • Customer Happiness
  • Paperwork Accuracy
  • Telephone Skills
  • Computer Skills and Proficiency
  • Ability to Handle Problems
  • Rapport With Fellow Employees

Work Environment:
This position requires daily work in the environment of an office. Sitting and standing for long periods of time may be required. Sometimes you will need to walk out to the warehouse. You may also be required to get on a step ladder to retrieve parts in the parts room. You will also be required to talk on the phone for long periods of time.

Physical Requirements:

  • Lifting and carrying 25 lbs sometimes 50′ or more.
  • Ability to pass a pre-employment drug test (hair test).
  • Ability to sit for long periods of times
  • Ability to stand for long periods of times
  • Ability to use a computer for long periods of times
  • Ability to type at least 30 words per minute
  • Ability to talk to customers on the phone for long periods of time
  • Ability to smile a lot