What are the responsibilities and job description for the Customer Care Representative position at MSC?
Brief Position Summary
The position of Customer Care Representative delivers effortless, personalized and profitable customer experiences in a contact center environment using various inbound interaction types.
DUTIES And RESPONSIBILITIES
EDUCATION And EXPERIENCE
The position of Customer Care Representative delivers effortless, personalized and profitable customer experiences in a contact center environment using various inbound interaction types.
DUTIES And RESPONSIBILITIES
- Answers inbound sales and service customer calls and emails to process orders, troubleshoot issues, complete returns, collaborate with vendors to source products, make product recommendations and provide general web support with a focus on increasing sales through upselling.
- Responsible for proficiency in required MSC processes and applications relevant to the Customer Care Omnichannel role.
- Effectively manages customer interactions including inbound calls and email communications.
- Utilizes various systems (including but not limited to the MSC website, AS400, WebSOE, Salesforce, Oceana & Vendor Websites) & collaborate with other departments to identify and address the customers stated and unstated product & service needs.
- Provides effortless customer experiences regardless of the chosen modality related to products, services and pricing.
- Troubleshoots and resolves customer issues & concerns (including but not limited to billing, credits, returns, payments, sourcing, pricing, availability, product recommendations & account related questions) using the most efficient and cost-effective resources and processes.
- Delivers customer service in accordance with MSC quality standards to ensure customer satisfaction, account retention and revenue growth.
- Consistently expand sales, service and product knowledge using MSC's training offerings.
- Adopts and exhibits MSC Culture to ensure the fulfillment of MSC's vision and purpose.
- Communicates customer issues and trends to leadership to ensure timely resolution and improvements in the customer overall experience.
- Achieves the goal expectations of the role, including but not limited to quality, sales, quote conversion, upselling & productivity measurements.
- Conducts extensive follow-up through the utilization of a ticket management system to ensure accuracy and timely resolution to customer inquiries.
- Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
- Participation in special projects and performs additional duties as required
EDUCATION And EXPERIENCE
- High school diploma or equivalent experience required.
- Excellent customer service skills required.
- Demonstrated sales skills desired.
- Proficiency in systems used by the Representative, Customer Care role, such as as/400, Oceana and the MSC website required.
- Excellent communication skills required including the ability to speak and write standard business English required.
- Bilingual ability (Spanish or French) desired.
- General knowledge of the industrial supply industry desired.
- Demonstrates acceptable proficiency in all MSC's required competencies:
- Customer Focus
- Decision Quality
- Drives Collaboration
- Develops Talent
- Communicates Effectively
- Instills Trust
- This position may require access to International Traffic in Arms Regulations Information (ITAR) and/or Controlled Unclassified Information (CUI).
Salary : $14 - $22
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