Part-time Customer Care Rep

US-KS-Kansas City
Requisition ID
2017-4234
# of Openings
1
Category
Administration/Office Support

Overview

 

Provide prompt, accurate and professional response to all customer requests and inquiries to ensure effective customer relations. Reports to and receives tasks from the Customer Care Supervisor. Must understand and comprehend all processes and procedures as it relates to all Customer Care client programs. 

Responsibilities

  • Performs customer care functions including inbound and outbound calls for various client programs. Must have the ability to provide the highest level of customer service for our customers.
  • Performs daily program related tasks on various client programs and assists Supervisor with program specific functions.
  • Responds to customer telephone inquiries, including orders, service requests, program guidelines and complaints.  
  • Investigates and analyzes customer problems and develops appropriate solutions to satisfy customer needs.
  • Completes the appropriate work to initiate various service actions to ensure a quick and satisfactory response to the customer.
  • Provides information on the products and programs offered by the client.
  • Identifies and ensures customer comments are updated on each call.
  • Performs other administrative functions as dictated by Supervisor. 
  • Proactively identifies database and process issues and communicates with the Supervisor to improve overall service.
  • Navigates in client databases and enters orders and information per business rules.
  • Navigates within the customer care scripting software and documents and follows the flow of the call appropriately.
  • Follows up with customers via phone and email in a timely manner.
  • Enters time accurately and timely and tracks calls as requested.
  • Adheres to all productivity and customer care statistics (productivity, billable %, call statistics, quality, etc.)
  • Maintains a high level of confidentiality.

Qualifications

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.

  • Excellent customer service skills including clear articulation.
  • Good written and verbal communication skills.
  • Ability to follow automated scripts and navigates within the system.
  • Good computer and key boarding skills, including Windows, database navigation, Word, Excel.
  • Good project management skills.
  • Self-motivation.
  • Good organizational skills.
  • Ability to prioritize, multi-task and handle various Customer Care client programs.
  • Proven ability to work within a team environment.

 

EDUCATION and/or EXPERIENCE

  • High School Diploma or GED.
  • At least 2 years of experience in a call center environment, with emphasis on Inbound/Outbound call handling, data entry or fulfillment.

Wunderman is Creatively Driven. Data Inspired. A leading global digital agency, Wunderman combines creativity and data into work that inspires consumers to take action and delivers results for brands. Wunderman has been widely recognized for its work. Forrester Research named us a leader in marketing database operations and a strong performer in customer engagement strategy*. Headquartered in New York, we have 9,200 creatives, data scientists, strategists and technologists in 200 offices in 70 markets. Wunderman is a ‘team first’ culture committed to creating an environment where people come to do the best work of their careers.  * The Forrester Wave™, Customer Insights Services Providers, Q4 2015

 

Wunderman is an equal opportunity and affirmative action employer. (Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.)

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