What are the responsibilities and job description for the Customer Care Specialist I position at ITA Group Inc?
POSITION DESCRIPTION
- Handle inbound and outbound calls from program participants of multiple clients regarding participant questions, challenges, and service needs ensuring all customer inquiries are handled efficiently and effectively.
- Answer all calls or chats in a friendly and welcoming manner.
- Offer feedback to supervisor for improving customer satisfaction.
- Successfully complete and maintain all level 1 training objectives and performance goals.
- Use active listening skills and questioning techniques to support effective communication. Take ownership of every call or chat, ensuring proper follow up is given and participant satisfaction is attained when it is necessary to assign a task to other ITA Group personnel.
- Document inbound/outbound calls on appropriate software systems and participant records when applicable in a timely and accurate manner.
- Utilize available resources to research participant requests, inquiries and problems. Interact with other ITA Group departments to investigate issues before obtaining management involvement.
- May assist in the implementation of new incentive, recognition, and travel (or miscellaneous programs) by thoroughly reviewing the CRM platform and recommending appropriate changes. Work with the Supervisor and QA Analyst to ensure recommended and approved changes are implemented.
- Spend idle time between calls working productively by performing other tasks assigned by the Supervisor/Manager, or researching industry information on the performance marketing industry and travel destinations that will improve department knowledge and skill level.
- Understand the impact of attitude in handling calls professionally.
- Be proactive within the working environment and work with the supervisor/team to ensure the workplace is conducive to positive moral, individual style, quality, creativity and teamwork.
- Provide feedback on client renewal presentation development on critical successes or program challenges on past and present programs.
- Strive to become recognized as an expert in your role by consistently improving position knowledge.
POSITION REQUIREMENTS
- Associates or Bachelor’s degree preferred OR two to three years of customer service experience, preferably in the performance marketing or service-related industry.
- Effective organizational and time management skills.
- Excellent problem-solving and decision making skills with the ability to think quickly.
- Professional demeanor with a strong work ethic & conscientiousness.
- Ability to utilize various Windows based software applications.
- Ability to type 40 wpm.
- Ability to identify and resolve more complex problems and exercise sound judgment within established guidelines.
- Ability to establish and maintain positive working relationships with internal/external employees, participants, vendors or other contacts.
- Ability to handle multiple interruptions and adjustments to priorities throughout the day.
- Effective oral and written communication skills, including the ability to clearly express thoughts to others and exchange information. Must be able to work effectively within a team environment.
- Excellent listening skills.
- Ability to effectively communicate with diverse, irate or other disgruntled individuals calmly and effectively within the team.
- Ability to listen, understand and respond to external and internal customers’ needs in a timely manner; customer service experience in a service-related industry preferred.
- Ability to work the time necessary to complete projects and/or meet deadlines.
ABOUT ITA GROUP
ITA Group is an employee-owned engagement and loyalty company that provides data-driven solutions designed to uniquely motivate and inspire our clients’ employees, channel partners and customers. Creating engaging employee experiences is at the heart of what we do and who we are, and we continuously evaluate our team member benefits to ensure our team members are cared for. We offer an array of competitive benefits, including healthy retirement contributions, health, dental and vision insurance, paid parental leave, flexible work arrangements, Volunteer Time Off, paid sabbaticals, anniversary awards and more! Come join our team, recently recognized by several top organizations as a Great Place to Work.
