Customer Care Center Service Representative

Description

We are seeking a dedicated and   customer-focused individual to join our team as a Customer   Care Center (CCC) Service Representative. In this role, you will be   the first point of contact for our customers, providing exceptional service,   addressing inquiries, and resolving issues to ensure a positive and seamless   experience. As a CCC Service Representative, you will play a crucial role in   maintaining customer satisfaction, brand reputation, and loyalty.

  Essential Functions

• Serve as the primary point of contact for internet, phone, text, and chat inquiries
• Respond to customer leads promptly and professionally
• Engage customers to understand needs and determine next steps
• Schedule, confirm, and manage in-store appointments
• Follow up with customers before and after appointments
• Accurately document customer interactions in CRM systems
• Coordinate with in-store staff to ensure seamless customer handoff
• Provide clear, accurate information about products, services, and processes
• Maintain a positive, customer-focused attitude at all times
• Meet performance expectations related to response time, appointments set, and show rate  

Requirements

• High school   diploma or equivalent
• Previous customer   service experience, preferably in a call center or similar environment.
• Excellent   verbal and written communication skills, with the ability to explain complex   concepts in a clear and concise manner.
• Bilingual in   both Spanish and English.
• Strong active   listening skills and empathy to understand and address customer needs   effectively.
• Capable of   learning customer relationship management (CRM) software and other relevant   tools.
• Ability to   multitask, prioritize, and manage time efficiently in a fast-paced   environment.
• Strong   problem-solving skills with a proactive and solution-oriented mindset.
• Adaptable and   resilient, able to handle challenging customer interactions with   professionalism.
• Basic technical   aptitude and the ability to quickly learn about new products and   technologies.
• Positive   attitude, team player, and willingness to contribute to a collaborative work   environment.
• Flexibility to   work in rotating shifts, including evenings, weekends, and holidays as   needed.

Physical Demands

The   physical demands described here are representative of those that must be met   by an employee to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities   to perform the essential functions. 

• Ability to   sit for extended periods while using a computer and phone
• Ability to   stand and walk periodically within the store or office environment
• Ability to   speak clearly and hear effectively when communicating with customers in   person and over the phone
• Ability to   use hands and fingers for typing, texting, and operating standard office   equipment
• Ability to   view computer screens for extended periods
• Occasional   reaching, bending, or lifting light objects (up to approximately 10–15   pounds), such as files or office supplies
• Employee   may be required to travel for business purposes.

Work Environment

Work   environment characteristics described here are representative of those that   must be met by an employee to successfully perform the essential function of   this job. 

Reasonable   accommodations may be made to enable individuals with disabilities to perform   the essential functions. While performing this job, the employee is exposed   to weather conditions prevalent at the time.  This may include warm, hot, or cold   temperatures. The noise level in the work environment is moderate.

• Primarily   works in an indoor office or showroom environment
• Regular   exposure to noise from phones, conversations, and customer traffic
• Fast-paced,   customer-focused work environment
• May   require working evenings, weekends, or extended hours based on business needs

COMPETENCIES

• Competitive   salary and performance-based incentives.
• Comprehensive   training and ongoing professional development opportunities.
• Health,   dental, and vision insurance.
• Paid time   off and company holidays.
• Opportunity   for career advancement within the company.
• Active   listening and problem-solving skills
• Strong   time management and follow-up habits
• Ability to   build rapport quickly with customers
• Adaptability   in a fast-paced environment
• Team-oriented   with the ability to work independently