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Posted: Friday, February 2, 2018 12:37 AM

Customer Care Specialist
1 Human Resources
North Haven , CT
Position Title: Customer Care Specialist
Reports To: Senior Manager of Customer Care
Location: North Haven
The Customer Care Specialist will support the day to day functions of the Customer Care Department to include Call Center operations. She/he will be responsible for, but not limited to, responding to verbal and written inquires, expediting customer concerns, and documenting results per departmental procedures. She/he will maintain customer satisfaction by providing a full range of support services and resources to both internal and external customers.
+ Responsible for coordinating and expediting customer inquiries, by researching, providing support and recommendations with the overall goal of improving customer satisfaction.
+ Ensures for the accurate and timely processing of data into the volunteer database, maintaining all volunteer statistics and volunteer related information in a confidential manner.
+ Maintains accurate database and written files ensuring compliance with prescribed policies and procedures.
+ Responds professionally and communicates effectively at all times to customers providing exceptional friendly service. Follows up with customer concerns in a timely and efficient manner maintaining documented responses and subsequent actions in detail.
+ Resolves customer inquiries by communicating directly with other departments as needed.
+ Works cooperatively to ensure customer satisfaction with internal and external customers.
+ Embraces and enhances a culture that values diversity reflective of GSOFCTs commitment to diversity and inclusion.
+ Identify customer trends and communicate proposed changes or departmental needs to the Customer Care Lead.
+ Supports Call Center and data entry expectations as well as departmental and council policies and procedures.
+ Provides support to the Customer Care staff under general direction with instruction as needed.
+ Other duties as assigned.
+ Other duties assigned and/or redesigned due to CEI phase implementation.
+ High School diploma, general education degree or equivalent.
+ Minimum of 2 years experience in customer service.
+ Demonstrated written and oral communication excellence.
+ Good data entry and typing skills.
+ Strong organizational and interpersonal skills.
+ Ability to work in a team environment.
+ Ability to maintain calmness under pressure.
+ Good decision making skills.
+ Strong attention to detail with adept communication skills.
+ Ability to work with a diverse group of staff, volunteers and vendors.
+ Actively participate in Product Sales initiatives.
+ Demonstrate knowledge of, or willingness to learn, Girl Scout Program, principles, and standards.
+ Ability to work a flexible schedule, including evenings and weekends as required by position responsibilities.
+ Ability to lift, carry, push, pull or move objects up to 20 lbs.
+ Ability to sit for long periods with continuous computer access (input, retrieval, export of reports, evaluation).
+ Strong computer proficiency in Microsoft Suite.
+ Ability to operate both a telephone system and computer simultaneously.
+ Project management skills. Ability to work independently and handle multiple projects simultaneously.
+ Must be able to speak and communicate clearly with diverse audiences.
I have received a copy of the job description.
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Associated topics: associate, call center representative, csr, customer service, customer service representative, customer service specialist, support, technical assistant, telephone service representative, tsr


• Location: New Haven

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