Customer Care Consultant

• Troubleshoot and resolve customer system and access issues through cases or phone calls

• Salesforce Case Management

• Chat Support

• Network with internal business partners in order to resolve a customer’s issues

• Perform user setups as it relates to Portal access

• Exercise multi-tasking skills when managing multiple systems and applications during customer interactions

• Analyze and resolve moderately complex system issues

• Proactively utilize strong problem-solving skills in order to deliver customer-focused solutions

• Recommend continuous process improvements within the team

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DESIRED BEHAVIORS

• Customer-focused; detail-oriented individual

• A confident individual who is willing to assume responsibility

• Adaptive and flexible (processes)

• Ability to work and make decisions with minimal supervision

• Individual contributor and team player

REQUIREMENTS:

• A new graduate with a Bachelor's degree OR a Candidate with a minimum of two (2) years experience in customer service/support

• Exhibit strong ownership and follow through. Agents own the customer’s issue and drive the resolution to ensure the customer is satisfied with the end result

• Strong observation and researching skills. Consultants need to research and pursue information that assists in resolving the customer’s issue

• Strong determination in the face of challenges, Volume is constant and consultants must answer every call without hesitation. Our customer’s count on dependable and reliable support

• Strong verbal and written communication skills

• Exceptional interpersonal skills required

• Experience with Salesforce (Service Cloud)