Job Description
Customer Care Specialist I
Location: San Antonio, Texas, United States
- Employees can work remotely
- Full-time
- Shift: Flexible
Company Description
Harland Clarke, a Vericast business, is a premier marketing solutions company that accelerates profitable revenue growth for the 70,000 businesses it serves directly by influencing consumer purchasing and transaction behavior at scale while engaging with over 120 million households daily. We are recognized as leading providers of incentives, advertising, marketing services, transaction solutions, customer data and cross-channel campaign management, and intelligent media delivery that create millions of customer touch points annually for their clients.
Job Description
Position Summary
Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments/feedback regarding products/services. Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services, or solutions. Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets company and client goals for levels of performance.
Key Duties / Responsibilities
- Responsibilities for inbound or outbound call segment applies based on individual assignment.
- Successfully completes initial new Specialist training program and participates and completes all required learning and ongoing training
- Entering & processing orders
- Processing cancel/change requests
- Requesting reprints/credits
- Ensuring security and privacy of customer’s information
- Providing education and support regarding products and services
- Probing to identify needs
- Acts/offers appropriate products, services, and solutions to meet customer needs
- Utilizes available resources appropriately to accurately enter data and service the customers
- Ensures appropriate follow-through steps are completed for each call
- Maintains complete and accurate records of all call activity as required
- Makes outbound calls to achieve the goals of assigned call segment
- Provides a basic level of customer support, but escalates more advanced problems to their Supervisor
- Maintains a professional appearance and a quality work environment that adheres to all safety and security policies
- Limited eligibility in off phone activities performing special assignments / team roles on a rotating basis or as required based on Supervisor’s discretion
- Works within a team environment supporting both team objectives and overall Center objectives
- Monitoring of individual performance tracking data and provides input for Individual Development Plans
Communication & Contacts Required
- Clients and customers
Education & Knowledge Required
- HS Diploma/GED required
Experience / Skills / Abilities Required
- Minimum 0-2 years
- Previous customer service, banking or retail experience helpful
- Closing sales and/or generating qualified leads preferred
- Multitask ability
- Detail oriented
- Good communication and interpersonal skills
- Basic computer skills
- Ability to learn required information and ongoing training
Qualifications
Education & Knowledge Required
- HS Diploma/GED required
Additional Information
Salary : $14.50 – $17.00 hourly
Vericast offers a generous total rewards benefits package that includes medical, dental and vision coverage, 401K and generous PTO allowance. A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!