Customer Service Representative

Company: Aerotek
Location: Barrington
Posted on: February 25, 2021

Job Description:

Will start remote but will eventually go in office so must be able to commute.Description:The Consumer Care Associate will play a key role in resolving consumer complaints via phone and email. Greeting customers warmly and ascertaining the reason for the inquiry in a timely manner is essential, while placing or canceling orders will also be required. It is crucial for the Consumer Care Associate to protect the brand through careful and thoughtful reputation management, as anything written or verbalized can spread quickly via social media, blogs, and word-of-mouth. Thus, remaining calm, even during the most difficult situations, is extremely important. The Consumer Care Associate will be in direct communication with the consumer and will be responsible for answering technical questions and troubleshooting by asking questions to diagnose the issue and explain solutions with patience and empathy. The Associate will be responsible for managing the following inbound communication channels:- Customer Care Calls - Customer Care Emails- In App tickets- App Stores Comments - Amazon Rating Comments - Social Media response support-Product questions and support Engagement- Assist and provide technical support to field issues generated by consumers via web, phone, and email- Become a single point of contact to the customer for technical support related issues- Act as main resource for all consumer product questions, technical issues, or complaints by responding to consumer calls and emails during business hours- Respond promptly to customer inquiries and handle and resolve consumer issues with a focus on quality over quantity- Obtain and evaluate all relevant information to handle inquiries and complaints- Process warranty replacements, orders, and returns- Follow up on consumer interactions- Attend weekly meetings with the Customer Service team to stay informed on app, software, firmware, and product updates Content- Provide consumer insight for product manuals, FAQ, and support documentation development - Develop responses that can be used frequently by the entire support team- Provide responses, when necessary, on social media platforms including Twitter and Instagram - Answer 65+ calls and emails a day- Work directly with management to provide field updates and talk about common issues happening with consumers in the field-Must be comfortable to train in the office one day for 8 hours on Products during the training period. It will be only 1 day. -This role is remote now but candidates would be expected to go back into the office.Additional Skills & Qualifications:Must Haves: - Experience: 2+ years of customer service (Food Service, Retail, Consumer Interaction, Apple Store, ATT&T)- Technical; smart devices, ios and androids, computers, smart phones, and applications - Web-based platforms, Microsoft Office Suite and any other web-based softwareTESTING: Typing test, 40 wpm-Contract to potential hire. They will bring on top performers at the end of peak season (October 2021)Nice Haves: - Associates or Bachelors Degree- Experience troubleshooting - Bilingual in Spanish or FrenchSoft Skills: Exceptional communication skills Calm demeanor Updating software on their own computers, devices and in current role Someone that can write and respond via email and online, social medial Using video and other forms of technology Android apps and ios apps These people are the eyes and ears of the field Someone that can be very collaborative Manage teams and be a team player About Aerotek:We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Keywords: Aerotek, Waukegan , Customer Service Representative, Other , Barrington, Illinois