Production Worker

https://engage.360insights.com/explore/1843546?searchbar=%7B%22k%22:%22customer%20care%20professional%22%7D&popupstate=%7B%22state%22:%22app.viewContent%22,%22srefParams%22:%7B%22source%22:9,%22assetId%22:2295120,%22assetComponentId%22:6974%7D%7D

Job Description Summary: A Customer Care Professional acts as the main point of contact for consumers and sales associates who call or email in regarding a concern with their incentive program (SPIFF, Rebate, Co-Op, etc.) Maintaining a stress-free experience for the customer, the Client Care Professional will provide efficient and dedicated service to ensure resolution and an overall positive experience. Responsibilities:

• Provide world-class customer service for our clients through:
• Inbound phone calls
• Email support boxes and portals
• Live chat
• Learn and navigate the 360insights solution to provide answers to customer inquiries
• Consistently work towards enhancing the customer’s experience and reducing the need for customers to contact us by:
• Capturing classification data on each interaction
• Providing regular anecdotal and data-based feedback through the team
• Identifying issues early and offering suggestions for solution
• Identifying common issues or feedback occurring across multiple clients to drive best practices across the enterprise
• Complete task-based duties as assigned by the Manager, Client Operations
• Provide universal and off-hours support (7-9pm weekdays, and weekends) to multiple clients
• Continued personal growth to place yourself in the position to successfully advance your career including:
• Completion of self-study and guided study within our systems
• Coaching and feedback from the Operational Excellence Quality team
• Consultation with other team members in order to enhance skill set

Skills and Experience:

• Proven excellent communication skills – written and verbal
• A customer first mentality and deep understanding of customer service
• Intermediate to Expert knowledge of Microsoft Office products (with emphasis on Excel and Word)
• Proven excellent analytical and problem-solving skill (strong aptitude for math)
• Ability to key at least 30-35 words per minute
• Proven ability to work as an effective member of a team
• Proven organizational and follow-up skills (including prioritization)
• Strong active listening skills
• Ability to work independently, with minimal supervision
• Demonstrated ability to provide valuable feedback and solution options based on that feedback
• Bilingual (French) is an asset
• Background in a software company, or has a natural comfort with software applications an asset
• Microsoft Office Certification an asset