Customer Care Administrative Assistant

Customer Care Administrative Assistant

 

General Job Function

The Agent is responsible for providing quality customer care, resulting in customer satisfaction while building customer loyalty for our clients. The Agent is accountable for improving customer retention and maximizing revenue growth opportunities in support of the company?s overall business strategy.

 

ResponsibilitiesRespond to all customer inquiries in a professional, courteous and efficient manner and resolve all inquiries on the first call. Resolve customer problems relating to home delivery, subscriptions, billing, webpage and other products and services.Identify and effectively handle escalated client and/or customer issues and concerns.Participate as a team member in the implementation of innovative processes and procedures to test new technologies, new operational methods, and new products and initiatives.In addition to normal Contact Center Agent activities, handle a variety of pre-mainstream activities, the focus of which will change over time as new processes, procedures and technologies are designed and tested prior to being phased into the contact center environment. Monitor and track and document pre-mainstream activities and participate in the development of methodologies to mainstream the work among other Agents within the contact centers and the operations lab.Team with other Agents, Team Leaders and Managers to implement new/revised processes and procedures designed to enhance customer service and overall operating efficiencies. Apply the customer care response model to every customer interaction to ensure customer focus and satisfaction.Clearly explain to customers the features and benefits of our clients? products and services.Assess customer needs and where appropriate, promote, recommend and sell products and services by incorporating sales techniques and ideas to maximize revenue growth opportunities.Employ good judgment in order to make sound business decisions regarding adjustments to customers? accounts.Use empowerment guidelines to determine when customers are eligible to receive special services, promotions and discounts.Gather customer profile data regarding experiences, needs and expectations.Conduct phone surveys to monitor and measure customer satisfaction.Adhere to all Publishers Circulation Fulfillment policies and procedures, specifically the attendance policy with regard to absences and punctuality.Etc.

 

QualificationsSkilled at working in high volume, rapidly changing and fast-paced environment.Takes ownership and possesses follows through skills.Proven ability to develop and maintain effective working relationships with team members, Team Leaders, Managers, field service personnel and other colleagues.Excellent customer service/care skills.Demonstrates reliability and flexibility.Enthusiastic, courteous, empathetic and highly motivated.

 

If you are interested, you may e-mail your resumes to ccrecruitment@pcfcorp.com or/and call the Human Resource department at (781) 466-1900.

 

PCF a national newspaper distribution company that offers higher earnings, a positive work atmosphere, company stability, a team-based approach and an opportunity for career advancement. We provide sales, customer service, and circulation services to leading newspapers like the New York Times, the Boston Globe, USA Today, etc.