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Customer Care Associate I Atlanta, GA TECHNICAL SKILLS Must have
- 1-3 years' experience
- High School Diploma
- Mathematic skills
- Microsoft 365
- 3-5 years' experience
- Associates Degree
- Bachelor's degree
- CRM
- data base query
- Support sales account representatives/management in helping to define, grow, and maintain relationships with VIP account buyers to proactively define their future needs.
- Leverage ongoing contact with VIP customers to support relevant programs/initiatives from Sales and Marketing, assisting in the additional generation of volume/revenue where possible.
- Assist sales representatives with identifying, preparing, and/or documenting VIP-account related collateral (e.g., account status, reporting trends, sales presentations).
- Identify and prioritize issues/problems for dedicated portfolio of VIP customers and assist in the planning and coordination of timely solutions.
- Participate in VIP customer meetings as appropriate to ensure awareness, understanding, and involvement in operational issues and potential revenue opportunities.
- Build, maintain, and demonstrate in-depth working knowledge of all technology and/or reports required (e.g., 9ci, e-RNDC) to support customer requests.
- Monitor and resolve problems, questions, and/or inquiries from external and internal customers (e.g., Drivers and Sales team members) regarding VIP customer account details (e.g., one-off changes to orders, requests for delivery information, inquiries for relevant documents).
- Appropriately redirect incoming non-VIP customer care e-mails/calls/e-inquiries to other parts of Enterprise Business Services (e.g., AP, AR) or RNDC (e.g., Sales).
- Work collaboratively with other internal team members and customers as needed to obtain required information from and share results with appropriate stakeholders.
- Education and/or Experience: High school degree or higher; one to three years of job-related experience; or equivalent combination of education and experience. Associates degree or higher and three plus years of job-related experience preferred. Prior major account customer support experience strongly preferred.
- Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals, in addition to compute rate, ratio, and percent and to draw and interpret bar graphs.
- Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
- Computer Skills: To perform this job successfully, an individual should have knowledge of the Internet, Microsoft Office Suite software (such as Outlook, Word, Excel, Power Point, etc.), and order processing systems (such as AS400 / Alpha Database software) or the aptitude to learn.
- Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Walk - Less than 1/3 of Time; Sit - 1/3 to 2/3 of Time; Talk or hear - 1/3 to 2/3 of Time.
- Tools & Technology: Calculators or accessories; Mainframe console or dumb terminals; Personal computers. Customer relationship management CRM software; Data base user interface and query software; Electronic mail software; Enterprise resource planning ERP software; Financial analysis software; Internet browser software
- Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is subject to: Moderate noise.