Customer Care Agent

SHAREBUILDER CORPORATION, a leading provider of online investment services (ShareBuilder.com), is expanding its customer care team to meet the rapidly growing needs of our business. We are looking for a (Contract) Full-Time Customer Care agent to respond to customer inquiries via phone and e-mail.

RESPONSIBILITIES for a Customer Care Agent include:

1. Manage Incoming Customer Inquiries

  a. Logging calls and resolution
 b. Processing replies to customer email
  c. Communicating with online customers via online chat capability

2. Escalations

 a. Escalate necessary calls/emails, etc. to specialist for resolution
  b. Follow through to ensure customer receives response once issues are resolved
 c. Work with other teams to troubleshoot technical/other issues

3. Attendance

  a. Arrive on time for scheduled shift
  b. Notify employer of scheduling conflicts prior to shift start time
  c. Maintain good attendance within written guidelines for dept.

4. Effective time management

  a. Attention to deadlines
  b. Effective prioritization of responsibilities

5. Quality communications

  a. Maintain a level of communication quality not lower than departmental standards

6. Responsible interpersonal skills

  a. Knowledge of and attention to employee rules as set down in the company handbook

7. Focus on teamwork

  a. Attention to a common goal for all departmental actions
  b. Support department through actions

8. Problem-solving

  a. Ability to troubleshoot and solve problems
  b. Proactively look to address potential problems

9. Recognizes needs and communicates them effectively

  a. Keeps the departmental management appraised of possible issues
  b. Communicates through the established chain of command

10. Projects as assigned

As with any role in a small and fast-growing company, one may be asked to take on additional responsibilities as needed. Candidate should be flexible and capable of adapting quickly to a changing environment.

REQUIRED SKILLS include:

? Experience working with customers on a daily basis.
? Demonstrated customer service skills
? Ability to work in a team atmosphere.
? Flexible, multi-task oriented, and receptive to changing environment
? Ability to prioritize and perform multiple tasks
? Excellent verbal and interpersonal skills, including being receptive to other?s views/opinions
? Exceptional organizational skills
? Superior communication skills (both written and oral)
? Detail oriented
? Ability to troubleshoot
? Organizational skills a must
? Ability to work in a team atmosphere
? Understand Internet terminology, and troubleshooting of Internet problems.
? Working knowledge of Windows NT, Outlook, MSWord, MSExcel
? Associates Degree or equivalent combination of education or experience.

This is a 6 month contract position with the potential for hire.


hr@sharebuilder.com (.doc or .txt attachments please)
Fax: 425-451-4449

ShareBuilder is an Equal Opportunity Employer