Customer Care Advisor

Job Description

Salary:

Summary:

The Customer Care Advisor is responsible for assisting customers with telephone and web orders while ensuring customer satisfaction and maintaining a positive image for the Company. This individual is expected to continuously grow their knowledge of all DHC products, pricing and information related to servicing customers. Maintaining a professional attitude and flexibility for change is essential.

Essential Duties and Responsibilities

Assist customers with telephone and web orders as well as customer service calls, emails and chats, while maintaining a positive image for the Company.

Responsibly manage attendance in order to minimize unplanned absences.

Maintain an 80% Quality Assurance average.

Actively participate in weekly coaching sessions and implement suggestions to improve performance and strengthen areas of opportunity.

Consultative Selling which consists of asking open-ended/fact-finding questions, educating the customer, and ultimately provide an appropriate product recommendation that best fits the customers needs.

Actions should contribute to the goal of achieving first call resolution and creating a positive customer experience that enhances brand loyalty.

Take ownership and respond to customer concerns with empathy, understanding, and professionalism.

Demonstrate good judgment and apply proper problem-solving skills to protect the customer experience journey.

Provide assistance with website navigation and placing web orders.

Display flexibility toward shifts according to staffing requirements, and occasionally work overtime as needed.

Must be ready and available to answer calls and chats in a timely manner.

Successfully complete training in the following areas: systems, processes, procedures and products.

Complete offline tasks including but not limited to; missing payments, credit card discrepancies, returns and refunds, fraud protection, etc.

Must be willing to embrace change and support the vision of the call center and the company.

Perform additional job duties as assigned.

Full-time