Customer Care Coordinator - Dallas, TX in Dallas, TX at Reddy Ice

Date Posted: 10/4/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Dallas, TX
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/4/2018

Job Description

Worker Time Type

Full time

Worker Sub-Type

Regular

Job Description

JOB TITLE:              Customer Care Coordinator

                       

JOB CODE:             340

DEPARTMENT:      Customer Care – Location 973       

REPORTS TO:         Customer Care Supervisor

POSITION PURPOSE:

The role of the Customer Care Specialist is to develop customer relationships to increase customer loyalty and interact with customers in an efficient and professional manner.

The Customer Care Specialist is responsible for answering incoming calls from customers, answering inquiries and questions, handling complaints, troubleshooting problems and providing information that ultimately resolves the request.  As this environment is fast paced, you must be able to work under pressure and accurately process a high volume of calls on a daily basis and follow up with the request until it is resolved.

You will be expected to provide the highest level of customer service in a friendly and helpful manner. This position requires an eye for detail and the ability to adapt to changing workloads and requests.

RESPONSIBILITIES:

  • Inbound and outbound call management in efforts to satisfy the customer’s queries with the best knowledge & expertise
  • Process orders in system
  • Accurate and timely follow up for internal and external customers
  • Ensure Customer Service levels are met or exceeded
  • Identify, research, and resolve customer issues using the various methods
  • Complete call logs and reports as needed
  • Work in collaboration with internal and external customers to ensure appropriate standards are outlined and implemented  
  • Propose and help execute new approaches/procedures to drive continual improvements in the efficiency and effectiveness of the department
  • May be required to perform miscellaneous tasks to provide additional support to the organization
  • Proactively identify trends from customer contacts and review with manager

SKILLS:

  • Strong Customer Service Skills
  • Proven ability to work cooperatively as a member of a team as well as work independently to achieve goals and targets
  • Ability to follow through on requests and successfully close issues
  • Proven ability to maintain accurate and detailed records
  • Excellent oral and written communication skills
  • Demonstrated creative problem-solving skills
  • Prepare special reports upon request
  • Adhere to the Code of Business Ethics
  • Conduct oneself with honesty and integrity above all else. Commit to the highest ethical standards

CONTACTS:

      Internal:           Corporate staff, plant and office managers, sales management, co-packers and distributors

     External:           Customers

EDUCATION AND EXPERIENCE:

Associates or Bachelor’s Degree preferred but not required • 1-3 years experience in Customer Service • Knowledge of inbound/outbound call center processes • Strong computer skills including AS400, Excel, Word, & Outlook • Six Sigma experience is beneficial but not required

WORKING CONDITIONS/PHYSICAL REQUIREMENTS:

Flexible Schedule with weekends and evenings rotation as needed

Location

City:

Dallas, TX

State:

Texas

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