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Job Title
Customer Care Representatives
Company
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Job Description
Customer Care Representatives
The Customer Care Representative (CCR) is responsible for handling all incoming customer communication, including phone calls, e-mails, and written correspondence. Focus is placed on providing customers with world class service and support through one call resolution and minimal wait times.
CCR's also work closely with various interdepartmental teams, including Sales, QA, and Product Management to identify additional ways to increase customer satisfaction within the customer base. Key objectives are to ensure overall customer satisfaction and retention, while increasing product awareness, usage and revenue.
Overall Responsibilities:
Meet and / or exceed quarterly objectives: call center metrics including, average speed to answer, abandon rate and number of calls handled.
Retain existing customers within a defined account base while increasing usage levels in account base. This is achieved through continued education, entrenchment and penetration of various contact levels of a customer organization.
Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus and delivery of services and solutions.
Exhibit leadership by providing suggestions for improving processes and the approach in managing customers.
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Location
Carlsbad, CA
More Information
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