Customer Care Specialist I

Position Summary

The Customer Care Specialist is an enthusiastic and accountable individual, who displays a consistent professional attitude while continuously offering excellent customer service.  Incumbant will interact with customers by all forms of communication (e.g., telephone, email, chat). The successful candidate for this role will have a strong command of the company’s core values and customer service requirements and policies.  It is an essential function of the position to process orders with accuracy and efficiency.  Must be able to present to customers product/service information, answer questions, follow up to ensure great care, and resolve customer issues in a timely manner to ensure all customers are satisfied.

Essential Functions and Duties

• Deliver WOW! Customer Service during every customer interaction; while incorporating all requirements, including the 8 commandments of “WOW” Customer Service.
• Consistently display a positive and professional attitude with customers and all levels of employees.
• Maintain commitments and deadlines.
• Utilizes time and resources effectively and efficiently including compliance with unavailable codes.
• Maintain monthly department minimum order accuracy percentage of 99.80%.
• Maintain the department minimum requirements for all interactions handled (e.g., calls, orders, emails)
• Proven attendance record.
• Proficient in SAP, MyFluVaccine.com, InFFFocus, Salesforce, Biosupply, and FedEx tracking.
• Ability to manage and navigate call center software.
• On skill queues for: Flu, Customer Service, and Sales (includes calls, voice mail, email, chat) with the ability to answer customer inquiries and requests, placing orders, checking product availability, pricing, resolving issues, and account status. 
• Ability to process department orders and respond to customer emails through all channels within 1 hour of receipt.
• Ability to respond to all customer chat communications promptly.
• Proficient in department SOPs as it relates to job duties.
• Essential/additional SOP knowledge and responsibilities as assigned by management as needed.
• Adheres specifically to all company policies and procedures, Federal and State regulations and laws.
• Display dedication to position responsibilities and achieve assigned goals and objectives.
• Represent the Company in a professional manner and appearance at all times.
• Understand and internalize the Company’s purpose, display loyalty to the Company and its organizational values.
• Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.
• Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and respect the diversity of our work force in actions, words, and deeds.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the company. Immediately report any concerns or violations.
• Other duties as assigned.

Education, Knowledge, Skills and Experience

Required Education:

• High school diploma or equivalent

Required Knowledge:

• General computer knowledge, including Microsoft Outlook.

Required Experience:

• Minimum two (2) years’ experience in a customer service environment preferably a call center. 
• Proven experience providing “above and beyond” customer service.
• Experienced in order entry, research, service/product suggestions, and problem-solving.

Required Skills:

• Must have strong organizational skills
• Must have a detail orientation and the proven ability to prioritize work
• Must have effective verbal and written communication skills
• Must have the ability to work with limited supervision and as part of a team
• Sound decision-making abilities
• Time management
• Problem resolution
• Ability to listen and objectively consider ideas and suggestions from others.
• Ability to work remotely under minimum supervision, and as part of a team.

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  The employee occasionally lifts up to 20 lbs. and occasionally kneels and bends. Must have the ability to travel occasionally. Working condition include normal office setting.

Mental Demands

Learning, thinking, concentration, and the ability to work under pressure, particularly during busy times.   Must possess high attention to detail and be able to work as a member of a team to ensure excellent customer service.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.  Must be proactive in finding solutions.

Direct Reports

No

EEO/AAP Statement

FFF Enterprises/ NuFactor is an equal opportunity employer to all and prohibits discrimination and harassment based on the following characteristics: race, color, caste, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic conditions), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran or military status, medical leave or other types of protected leave (requesting or approved for leave under the Family and Medical Leave Act or any state protected leaves), domestic violence victim status, political affiliation, reproductive health decision-making, and any other characteristic protected by state or federal anti-discrimination law covering employment. These categories are defined according to Government Code section 12920. The Company prohibits unlawful discrimination based on the perception that anyone has any of those characteristics or is associated with a person who has or is perceived as having any of those characteristics.