Associate Customer Care Representative

To deliver exceptional customer service by responding to inquiries, resolving issues, and ensuring customer satisfaction in a professional and timely manner. This role is essential in maintaining positive relationships with customers and supporting the overall success of the company. Responsible for providing front line direct contact with customers while providing overall excellent customer service and problem resolution for complex and/or escalated calls that require broader product knowledge. This is done through inbound telephone calls with customers while working under a high level of supervision. * Respond promptly to customer inquiries via phone. * Resolve product or service problems by clarifying the customer’s complaint, determining the cause, and offering the best solution. * Ensure a high level of accuracy, professionalism, and compliance in every customer interaction. * Maintain high levels of availability and productive time to spend handling calls or other support channels during scheduled hours. Adhere to schedule adherence expectations and minimize idle time. * Compliance with both qualitative and quantitative production standards is an essential function of this role. CCRs are expected to consistently meet or exceed performance benchmarks in quality, productivity, occupancy, and overall output in alignment with department goals and client requirements. * Follow up with customers to ensure resolution and satisfaction. * Keep records of customer interactions, transactions, comments, and complaints. * Communicate and coordinate with internal departments as necessary. * Stay up to date on product knowledge and company policies. * 0\-1 years of customer service work experience. * Experience working with multiple applications in Microsoft Office Suite (Outlook, Word). * High School diploma or equivalent. * Must be available to work as late as 12 am EST **Knowledge \& Skills:** **Customer Service:** knowledge of principles and processes for providing customer service\- meeting quality standards for services and evaluation of customer satisfaction. **Systems and Applications:** ability to navigate a computer, Outlook, open doc, etc. Proper use of all systems, equipment, and work tools to ensure compliance (call avoidance, My Workspace, screen scrape and pausing payment, jabber) **English Language:** some employees need to speak Spanish to support our Spanish speaking customers; use translator line for other languages as needed **Active Listening:** giving full attention to what other people are saying, understand what points are being made, ask clarifying questions **Communication:** ability to articulate a well written email; talk to customers through multiple channels (written, verbal, and chat). Communicate with Clients, Customers, Leadership, Peers; follow templates for written and verbal communication; create concise notes **Computer Skills:** comfortable worki