Careers >> Customer Care Representative
Customer Care Representative
Title:Customer Care Representative
ID:1478 - MD
Location:Frostburg, MD
Application Deadline:October 23, 2017
Reports to:  Customer Care Manager

Position summary:  Responsible for providing exemplary customer care to users of Hamilton’s relay services.  Delivery method includes telephone, email, TTY, and in person. 

Essential functions:

• Responds to customer inquiries with the specific goal of resolving issues customers may experience related to any of Hamilton’s relay products/services.  This may include answering simple questions, providing direction as to where information can be obtained, or troubleshooting and technical support.

• Maintains comprehensive records of all interactions with customers by entering information about such interactions into CRM.  Ensures record keeping is in order to support the collection of information for State and FCC reporting.

• Works diligently to provide high quality support to customers which includes timely follow-up to ensure customer satisfaction.

• Escalates and coordinates as appropriate more complicated technical issues while ensuring customers are aware of the progress being made toward issue resolution.

• Interfaces with Technical, Operations and Marketing Teams to provide timely insight into current customer issues and provides recommendations around improvements to services and/or policies and procedures that can support improved customer experience.

• Regularly tests and records outcomes of testing Hamilton’s Relay and CapTel services to ensure they are properly functioning, and escalates issues to Technical and Management.

• Updates Customer Profile information at users’ request.

• Tracks and records customer suggestions for improvement and shares that information with the appropriate department, i.e. technical, operations, marketing, management, etc.

• Serves as a member of the Product Testing Team as new products/services are developed and before they are introduced to customers.

Other responsibilities: 

• Performs similar work related duties as assigned.

Preferred education, experience, and skills:

• High school education, some college preferred.

• Strong analytical and interpersonal skills.

• Ability to communicate effectively and demonstrate patience in a variety of situations using a variety of methods.

• Awareness of and sensitivity to customer confidentiality.

• Awareness of and exposure to the culture and communication needs of people who are deaf, hard of hearing or have difficulty speaking.

• Proficient in spoken and written English.

• Proficient in data entry and accompanying computer programs including CRM and Microsoft Office.

• Ability to organize and prioritize assignments and meet deadlines.
• Attention to detail.

This opening is closed and is no longer accepting applications
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