CUSTOMER CARE ASSOCIATE
FAYETTEVILLE, NC | Temporary
Dress: business casual
Hours: Days will vary but typically the schedule Monday-Friday is 7 am - 4 pm. When needed on Saturday or Sunday, the hours are 7 am- 3 pm -Sat / 7 am - 2 pm Sunday. Will work at least 40 hours per week.
The customer care associate (CCR) provides service support for all customers. The CCR also provides support for the customer service manager, district managers, carriers, and other staff members. The CCR's objective is to provide each customer with the highest possible service level.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
" Answer incoming customer calls in a professional and efficient manner.
" Make immediate decisions about how best to resolve service complaints.
" Complete publishing run process. (Circulation computer system procedure)
" Process all transactions necessary to keep the circulation subscriber database accurate. To include any processes required outside of the circulation system. I.E. Manual bills, reports, transactions sheets.
" Update address database per customer requests and field requests for both newspaper home delivery and alternate publications.
" Complete daily, weekly, and monthly reports as assigned by the Customer Service Manager.
" Assist customers who visit in person.
This job description may not include all tasks or essential job functions, and may be revised as needed to meet the needs of the department. The Manager may assign other tasks or projects at his/her discretion.
KNOWLEDGE, SKILLS, AND ABILITIES:
" Must possess excellent communication skills.
" Must be able to perform basic mathematical skills.
" Must have the ability to type 45+ wpm.
" Must have the ability to handle high stress situations, and be able to react immediately to those situations.
EDUCATION: High school diploma
EXPERIENCE: 6 months in a customer service related field.
" Kneeling and lifting up to 50 pounds.
" Walking, Standing, sitting for a minimum of 8 hours
" Wrist movement required.
" Finger dexterity is required for data entry.
" Position requires extended time on phone.
" Position routinely exposed to glare. (VDT)
" Position is exposed to handling irate customers.