Job: Customer Care Specialist

Jobing Description

Job Description - Customer Care Specialist (003126)

Job Description

Customer Care Specialist-003126

Description

Purpose & Scope:

Turn an ordinary call experience into something extra-ordinary. Deliver WOW experiences to client customers via innovative problem solving taking less-than-satisfied customers who may become (or are) disloyal to Ally s client and maintain (or convert) them into loyal customers. Anticipate customers needs. Work collaboratively to fulfill customer needs. Perform accurate and efficient call center functions involving the handling and processing of customer requests, account administration, and other duties as required. Ensure daily workload is completed accurately, on time, and at the assigned level of production (e.g., AHT, ACW items per hour, etc.). Spend a considerable amount of time at workstation on the telephone.

Principle duties and responsibilities of this job classification:

1. Achieve all assigned operational, customer-experience metrics, and objectives.
2. Strive for first contact resolution and provide a low-effort experience for customers; when first contact resolution is not achieved/possible, strive to have customers contacted afterwards to ensure their question/issue/request was handled to their satisfaction.
3. Serve both our customers and other customer care specialists, and strive for continuous improvement.
4. Understand all assigned call center duties, metrics, objectives and related drivers; strive to exceed related targets. Support positions with numbers / facts.
5. Recommend changes to policies and procedures, as appropriate.
6. Maintain strict confidentiality with customer, employee, and company information.
7. Engage in proficient use of proprietary computer systems and databases to review accounts and update data with accurate and complete information.
8. Obtain and verify information by phone, using professional and courteous phone techniques.
9. Effectively complete assigned work within (or exceeding) established guidelines and metrics while meeting quality standards.
10. Follow policies and procedures and abide by the Code of Conduct and Ethics.
11. Keep current with client developments affecting customer service by reading daily updates.
12. Miscellaneous duties as assigned.

Qualifications

Experience and skills requirements:

One year Customer Service experience required.

Special skills/abilities/competencies required:
Extraordinary commitment to customers and to providing an exceptional customer experience; strong verbal & written communication skills; conflict resolution skills; discretion and confidentiality; ability to be proactive and to work independently; ability to multitask; ability to work in a team oriented environment; ability to adhere to company policies & procedures; attention to detail; professional phone etiquette; experience in Windows and internet-based environment.

Job
Call Center / Customer Service

Primary Location
United States-Kansas-WICHITA

Organization
Wichita Call Center - 2001411201

Schedule
Full-time

Job Posting
Sep 1, 2011