Customer Service Representative

Everest Recruiting

Customer Service Representative
Orlando, FL

Job Ref – 13301627

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Everest Recruiting is seeking experienced Customer Care Associates for taking inbound calls and emails from new and existing customers, providing solutions in support of certifications and products, and delivering a consistent and positive customer experience. As needed, provide off-line administrative support as directed by department management
Essential Functions
  • Works as part of Customer Care team to accomplish Association goals
  • Receives incoming calls, e-mails, chats, texts from customers to fulfill orders, address inquiries, handle complaints and/or resolve issues.
  • Processes order forms as required by customer needs which may include payment processing.
  • Identifies and escalates issues, routes calls to appropriate resources and conducts follow-up calls when necessary.
  • Assists Customer Care Supervisor to accomplish departmental goals
  • Supports all internal team members and departments following the Association mission and values while promoting Association culture
  • Communicates through all channels in accordance with published department standards for average handle time, efficiency and quality
  • Consistently process customer requests in a timely, efficient and customer friendly manner
  • Using NRA systems and processes, proactively works to understand the customer’s needs and provide the best solution(s) possible
  • Properly document each interaction into the appropriate NRA tracking system
  • Maintains positive and effective working relationships with peers, management and other departments within the National Restaurant Association
  • As directed by management, support the administrative services group within the Service Center by processing various customer requests
  • Works on special projects and other duties as required, helping to promote the department’s success Conduct organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed
  • Achieve KPI’s as assigned by Customer Care Management
Requirements
  • Must be able to work as an integral part of the Customer Care Team
  • Must be able to maintain good rapport with all departments
  • Must be able to cope within a fast-paced work environment
  • Must be able to manage multiple projects with minimal supervision
  • Must be able to understand the importance of the position for the success of the business
  • Ability to accept changes and be flexible
  • Be on time and with a minimal amount of absence
  • Must be able to work as an integral part of the senior management team of the organization
  • Must be able to make complex decisions for tough problems
  • Must be able to cope within a fast-paced work environment; perseveres with tenacity
  • Must be able to manage multiple projects; separating mission critical from the non-strategic; with minimal supervision
  • Must be fearless in tackling issues and challenges as they arise; doesn’t avoid confrontation
  • Must be able to understand the importance of the position for the success of the business
  • Ability to accept change and be flexible, focusing on action and outcomes
  • Must be able to act with honor, character and integrity
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