Customer Care Representative, PSA (Work… at Collectors · Jersey…

Summary: Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. They are seeking PSA Customer Care Representatives to provide world-class customer care to their customers around the globe, handling inquiries and resolving concerns through various communication channels. Responsibilities: - Provide timely responses to customer inquiries while meeting standard contact center metrics - Respond and resolve concerns received from customers via written correspondence, email, social media, Live Chat and through Collectors message boards - Inform prospective and existing customers of company services, memberships, procedures, policies, and promotions - Sell and place orders for memberships and supplies - Research and resolve complaints or issues according to company policies and procedures - Make calls to follow up on questions, complaints and issues - Participate in outbound call campaigns to retain and engage customers - Attend trade shows as company representative to assist in order processing with submissions - Provide general office support - Representatives will strive to earn praise from customers regarding the high quality care they provide via email, written correspondence, Live Chat and social media in particular Required Qualifications: - 1-2 years of customer service experience required, preferably within a contact center environment - Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence - Ability to understand and relay company policies and procedures - Excellent oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings - Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, earns praise from customers - Identifies and resolves problems in a timely manner; works well in group problem solving situations - Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time - Hand Use: Regular hand use for various tasks - Hearing Requirements: Ability to hear alarms, signals, and verbal instructions - Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds - Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently - Sitting or Standing: Ability to sit or stand for extended periods of time Preferred Qualifications: - Fluency in other written and spoken languages is a plus - Google Docs, DialPad, SalesForce, Slack experience preferred - Familiarity with standard concepts, practices, and procedures within our particular field Required Skills: Customer Service, Contact Center Experience, Google Docs, DialPad, SalesForce, Slack, English Language Benefits: Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision, Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits, 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals, Vacation: All full-time employees are eligible for paid vacation, Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays, Employee Discounts: Employees receive discounts on select grading services for approved submissions, Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs, Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities