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Customer Service Specialist II - Professional Environment

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The Opportunity: The Contract Customer Care Specialist is responsible for uncovering opportunities in our processes and offering expertise and advice in resolving customer concerns in an accurate and timely manner, identify processes that will create efficiencies in workflow that will increase customer satisfaction. This position will work cross functionally to effectively resolve any service-related issues, while balancing both the needs of the customer and the business. Additionally, you will support service recovery initiatives through three focus areas: research, service, and operations.

OFFERS HYBRID POSSIBILITIES AFTER TRAINING!

Job Duties:

  • Research, analyze and resolve customer issues via multiple work queues (including Social Media sites) in a courteous and timely manner
  • Analyze customer complaints and provide appropriate corrective actions
  • Serve as an liaison between the customer support team, management, and the customer to improve customer service and business productivity
  • Identify opportunities for improvement and work cross functionally to enhance business processes and the work environment
  • Assist in the development, testing, and communication of operational policies and procedures
  • Develop customer service programs and strategies to provide outstanding service
  • Prepare documentation and reports on routine customer correspondence for future reference purposes
  • Assist in training and mentoring peers on improving customer support service

Qualifications:

  • High school diploma
  • 3 - 5 years minimum experience in customer support/contact center or sales support
  • Advanced level computer skills with basic Microsoft programs (Excel, Word, Outlook)
  • Regular, consistent, and punctual attendance. Must be able to work variable schedule(s) and overtime as necessary
  • Customer focused with the ability to work effectively and professionally with customers
  • Resourceful and effective problem-solving skills with the ability to make decisions with strong attention to detail
  • Strong verbal and written communications skills
  • Ability to work independently in a high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers
  • Team player with strong interpersonal skills possessing the ability to effectively work within the department and across the company
  • Relationship management experience, preferred
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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