Job Summary:
The Customer Care Specialist I is an introductory customer service position. Handles consumer calls, chats, and email. Participates in feedback and suggests improvements for current practices.
Responsibilities:
80% Actively participates in the handling of calls, chats, and email.
5% Escalates issues to senior-level team members. Offers assistance to new team members.
5% Provides feedback through appropriate channels for customer feedback as well as recommendations for department, process, and policy improvements.
5% Proactively participates in career development and training to further knowledge and skills including learning practices and policies.
5% Performs other duties as assigned.
Additional Requirements:
• High School Diploma or equivalent experience. Some positions may require 2+ years of technical training.
• Typically requires less than 2 years of general experience.
• Work Schedule:
Career Band: Support
Jobs on this career band require knowledge of processes and procedures essential to complete administrative work. Typically uses administrative, data organizing, customer service and coordination skills to complete work. Jobs often have acquired knowledge about processes or tasks either through specialized education or training and regularly provide process guidance to others (internally or externally). May require vocational, specialized and/or on-the-job training. No formal supervisory responsibility though may provide mentoring and coaching and scheduling for less experienced staff.
Criteria & Management Requirements:
• Problem Solving: Works under close supervision with detailed instructions provided for new work. Resolves routine questions and tasks, and seeks guidance on non-routine tasks and issues.
• Knowledge: Basic knowledge of specific work tasks and procedures needed to perform own job.
• Business Acumen:
• Scope: Applies basic support or technical skills to complete routine tasks.
• Communication & Influence: Provides process information.
• Impact: Impact is limited to the accuracy of own job.
• Leadership: No supervisory responsibilities.
This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.
