Customer Care Agent

General Functions:

Under direct supervision, perform a variety of routine support activities in a customer service function.  Must be able to assess any issues uncovered during the call and route the call to the appropriate group within the company or to the field representative.  Requires the ability to understand policies and procedures and apply them consistently and accurately.  General knowledge of company product lines and policies is required

Primary responsibilities:

• Answer inbound calls regarding cancellations and general customer care calls (product, pricing, billing, payments, etc.)
• Customer care agent is responsible for attempting to save the customer from cancelling by using customer care tools provided.
• Ability to use multiple systems and programs.
• Properly document every call using systems provided (Finesse, CIM, CIS, etc)
• Meet department call metrics and guidelines provided by Lead/Supervisor

Additional Responsibilities:

• Verify customer account information and make any changes to CIS as necessary.
• Other duties as assigned
• Provide exceptional customer service
• Able to work in a fast paced work environment.
• Must be able to organize and priorities work.

Experience and Educational Requirements:

• Minimum of 1 year customer service experience. Formal Customer Service/Retention training preferred.
• Pro-active approach to process improvement.
• Attention to detail and accuracy.
• Must possess excellent writing, verbal, and organizational skills.
• Ability to communicate effectively with various levels of employees both verbally and in writing.

Working Conditions/Physical Requirements: General office environment.  Use of headsets required.  No specific physical requirements.

Snap-on is a Equal Opportunity Employer, M/F/D/V