Customer Care Specialist

  • Position Posted: 11/6/17
  • Position Title:  Customer Care Specialist 
  • Position Location: Lexington Office
  • Position Hours: Full-time 8am-4:30pm 
  • Position Summary:   Responsible for handling questions, comments and complaints for the company. The ultimate goal is to provide a positive customer experience and enhance relationships between customers and company.   
    Precision Duplicating Solutions (PDS) is looking for a qualified Customer Care Specialist to join our team. You will provide support to each of our customer's by being the first point of contact in responding to customer queries as well as prospect for new sales opportunities and passing new leads to our sales consultants.  Our ideal candidate is an experienced professional with knowledge of customer service best practices and sales . You should also be able to interpret sales metrics and be goal-oriented. We expect you to perform well in a team environment and have exceptional people skills.  Ultimately, you should be able to contribute to creating and maintaining good customer relationships and ensuring smooth sales team operations.      
  • Acts as a liaison between      customers and the company in order to enhance the overall customer experience. This entails playing an intermediary role between the company and the customers as the first point of contact.
  • Answers all incoming customer calls and be prepared to triage the call(s) to the most appropriate individual within the company.  Calls may include equipment/service/payment questions and general customer concerns.
  • Requires collecting information from the customer, passing it to the appropriate person, tracking the answer/resolution and then follow up with customers to determine their level of satisfaction.
  • Work hand-in-hand with management and sales to stay updated on product information and be informed of any changes in the product line(s).
  • Contact customers in order to provide information concerning the new product/services being offered and informing the sales team of a potential opportunity for sale.
  • Make prospecting calls to inquire about their need of the companies products/services.
  • Review pending orders and specific customer requests to ensure excellent customer service and customer experience
  • Communicates customer  feedback to department teams in order to improve the overall customer experience.
  • Provides customer service in a timely manner via several means which may include email, telephone,    social media and possibly live chat