City and Country - Customer Care Agent II
The Lead Customer Care Agent (CCR) is
responsible for answering phone calls, emails, on-line chats and other
inquiries from Journal Communication Publishing customers. The Lead CCA is responsible to provide a
positive, courteous and friendly experience to all customers they come in
contact with. The Lead CCA is trained to
handle all customer inquiries and utilize computer systems to input
transactions and manage customer accounts.
The Lead CCA will develop a complete understanding of the products and
services offered by Journal Communications to aid customers in purchasing
decisions and to present solutions to service, pricing or other customer
ESSENTIAL JOB FUNCTIONS:
- Provide a positive, friendly, knowledgeable and
courteous customer service experience for every customer contact.
- Answer contacts and complete transactions in an
efficient manner and within prescribed maximum times. Use a computer, keyboard and mouse to
navigate between multiple systems and enter data while listening and talking
to customers on the phone.
- Execute a call flow process to retain customers
through answering objections and providing solutions to pricing, service or
other customer concerns.
- Utilize systems provided to accurately enter
transactions to manage accounts and communicate with customers and other
departments - ensuring first call resolution.
- Promote products and services to up-sell customers
and drive revenue.
- Improve customer retention through the use of
re-solicit programs or special sales programs.
- Work with team members to improve customer service,
sales, systems and retention results.
- Provide insight on operational procedures, call
reasons and training opportunities which would contribute to a more efficient
and customer friendly service group.
- Maintains confidentiality of all customer
information and adheres to security protocol.
- Capacity to master other call and company required
databases and programs.
- Accurately and confidentially processes customer
payments from customer checking and credit card accounts.
- Performs all other duties as assigned.
- Regular attendance for all scheduled shifts.
Hours: 35-40 hours
schedules within open business hours (morning, mid-day and afternoon time
Center hours are
Mon-Thurs. 6:30 AM - 5:00 PM
Friday 6:30 AM -
Sunday 7:00 AM -
10:00 AM (2-3 scheduled Sundays per month)
Education: High school diploma or equivalent
Experience: Customer Service related work experience is
desired in either a customer facing retail or a call center environment.
- Positive oral
communication skills with the ability to convey care and concern
written communication, problem-solving, mathematical and clerical skills
- Ability to
work and maintain composure in a fast-paced environment
- Ability to
learn and utilize web based computer systems to manage accounts and
communicate with customers
of mobile tablet and digital technologies
- Ability to
navigate a computer while on the phone
- Must have
strong attention to detail
customer service focus
motivated, energetic, self-starter
with the Americans with Disabilities Act, the above is intended to summarize
the essential functions of and requirements for the performance of this
job. It is not meant to be an exhaustive
list of miscellaneous duties and responsibilities that may be requested in the
performance of this job.
PHYSICAL DEMANDS AND/OR WORK ENVIRONMENT:
While performing the duties of this job, the employee must be able to use a keyboard, mouse, calculator, and telephone. Frequent sitting, talking, hearing, and occasionally stand, stoop, kneel, crouch, crawl, lift (10 lbs.), distinguish and recognize colors and an ability to adjust vision for close vision work. Ability to sit for long periods of time; ability to create, read and interpret instructions such as operating and procedural manuals Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
We thank all applicants in advance for their interest in this position.
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