Technical Customer Care Rep

Summary

Alta Resources is Hiring!

The Technical Customer Care Representative position provides professional, quality, and "best in class" service and technical support for existing customers by using a consultative approach that reflects the culture and philosophies of Alta and our clients. This position will involve work activities in many capacities including, but not limited to: inbound and/or outbound phone calls, email, letter, fax, mail and data entry, surveys, and/or live chat interactions.

This role is responsible to facilitate, analyze and resolve any customer issues, provide product support and/or investigate questions or follow up to resolve those concerns in an accurate and timely manner to ensure customer retention and loyalty.

Note: Essential duties & responsibility are described below. Other duties may be assigned.

• Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and technical support by utilizing strong verbal and written communication skills and effective telephone techniques.
• Handles escalations (sensitive, urgent and particularly unusual) via all channels by following established guidelines and procedures or exceptions to these under direction of Alta's guidelines and client procedures. Troubleshoots and problem solves customers technical issues or concerns by providing solutions, recommendations, replacements, gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times.
• Completes, maintains, and processes pertinent paperwork and records with a high attention to detail to ensure accurate data is entered in CRM, client systems, and other technology as needed. Additional duties may include balancing of orders, updating reports, assist in the final testing of new surveys, and some data analysis.
• Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross functional teams with minimal direction from management.
• May identify potential sales opportunities with customers regarding their product needs, or upselling related products.
• Meets all identified team and client performance metrics, goals and deadlines in a fast paced, ever changing, high performing team based environment. Provides back up support to other teams as needed.
• Takes the initiative to obtain and consistently upgrade product knowledge.
• Builds relationships and works closely with client, Alta co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed.
• Recommends improvements to management in service, process improvements, and/or procedures, to support operational excellence or to prevent future issues of a similar nature.
• Report any training needs or system error/discrepancies to the supervisor.
• Complete other tasks as deemed appropriate by supervisor.
• Regular attendance, punctuality and adherence to agreed-upon schedule of availability are conditions of employment and essential function of this position.

Although this position will not have responsibility for direct reports, the position requires active leadership in the way of supporting strategic initiatives as well as active personal development and application of the Six Sigma methodologies.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Displays a high level of confidence, enthusiasm and a positive attitude with the desire to succeed and exceed customer expectations. Has a passion to serve others.
• Excellent interpersonal, verbal and written communication skills. Ability to establish rapport, build relationships and loyalty with external and internal customers and coworkers, and remain tactful when communicating negative information.
• Demonstrate an ability to display patience, empathy, and strong listening skills while ensuring customer needs are fulfilled in a timely and satisfactory fashion.
• Ability to troubleshoot technical web browsers and/or web portal.
• Demonstrate an ability to maintain composure while diffusing and professionally negotiating a high-tension situation on a routine basis. Strong retention skills with the ability to follow a process flow and/or script as needed.
• Highly self-motivated with the ability to prioritize complex, diversified responsibilities, multi task effectively and execute tasks with minimum supervision. Strong organization and time management skills. Ability to remain focused and productive with tasks that may be repetitive. Strong attention to detail and accuracy.
• Solid logical decision making and troubleshooting skills…