WHAT DOES A CUSTOMER CARE REPRESENTATIVE DO?

Published: September 19, 2024 – The Customer Care Representative maintains customer databases, processes payments, and handles billing inquiries. This role involves assisting customers with various inquiries and complaints, and providing resolutions while coordinating with internal teams and third-party partners. The representative also communicates with KOLs and collaborators and ensures positive customer experiences through efficient problem-solving and accurate record-keeping.

A Review of Professional Skills and Functions for Customer Care Representative

1. Customer Care Representative Responsibilities

  • Buyer Orientations and Walk-throughs: Conduct buyer orientations, 45-day, and 12-month walk-throughs
  • Customer Complaint Resolution: Address Customer Care complaints and provide appropriate solutions
  • Relationship Management: Promote good relationships with homeowners and trade partners
  • Follow-up and Solution Implementation: Follow up to ensure quick and satisfactory solutions
  • Stress Management: Maintain a calm demeanor in stressful situations
  • Service Order Management: Write and maintain service order requests in the ITK system
  • Repair Scheduling: Manage and schedule repairs with homeowners and trade partners
  • Communication and Coordination: Maintain consistent communication with homeowners and trade partners
  • Record Keeping and Task Management: Maintain accurate records and manage multiple tasks
  • Service Order Reporting: Report weekly on the status of all open service orders
  • Multi-channel Customer Communication: Communicate with customers through various channels

2. Customer Care Representative Accountabilities

  • Order Entry and Follow-up: Timely and accurate order entry and follow-up, taking any action to deliver on time in full
  • Export Documentation Management: Keep customer export documents and requirements updated in the system
  • Reporting and Information Sharing: Provide regular reports and information to stakeholders
  • Customer Communication: Fluent communication with customers, answering questions, and providing solutions for a satisfactory experience
  • Document Approval: Approve customer export documents, ensuring accuracy and completeness
  • Customs Clearance Follow-up: Follow up to guarantee smooth clearing at customs
  • Export Requirements Handling: Familiar with export documentation and requirements, with the capability to challenge requirements and deliver petitions
  • Transport Coordination: Close coordination with the Transport department, shipment creation, and follow-up
  • Conflict Resolution: Support customer conflict resolution
  • Multi-channel Customer Support: Take responsibility for social media messenger, phone, chat applications, and email

3. Customer Care Representative Functions

  • Customer Inquiry Response: Answering customer inquiries via voice, email, and chat
  • Customer Satisfaction Goals: Meeting reasonable customer satisfaction goals
  • Team Collaboration: Working with other members of the customer service team
  • Customer Interaction: Interact with customers, respond to their questions, and guide them to the appropriate service
  • Prompt Response: Respond promptly to customer inquiries
  • Professional Attitude: Maintain a positive and professional attitude toward customers at all times
  • Cross-department Communication: Communicate and coordinate with colleagues across departments
  • Order and Shipment Coordination: Coordinate orders, inventory, packaging, and shipment with Operations
  • Customer Service Feedback: Provide feedback on the efficiency of the customer service process
  • Record Keeping: Keep records of customer interactions, transactions, feedback, and complaints
  • Meeting and Training Participation: Participate in and record team/company meetings and training sessions

4. Customer Care Representative Job Description

  • Customer Service Calls: Respond to incoming customer service calls for support and sales inquiries
  • Product Information: Answer basic questions about available products or services
  • Sales Order Processing: Process over-the-phone sales orders
  • Complaint Handling: Take customer complaints and initiate case reporting to FAS team members
  • CRM Data Management: Manage CRM systems data input and reporting
  • Case Reporting and Inventory: Maintain and update case reporting and inventory metrics within Salesforce, SAP, and other internal CRM systems
  • Account Setup: Establish new customer accounts, recording account information on digital and written forms
  • Sales Documentation Support: Assist commercial team with documentation and forms needed to process sales orders and logistics
  • Problem Identification: Listen to customer concerns to identify the root cause and solution
  • Advanced Case Referral: Refer advanced cases to FAS, providing background information for quick resolution
  • Customer Issue Resolution: Select and communicate appropriate responses to customer issues

5. Customer Care Representative Details and Accountabilities

  • Database Maintenance: Maintain customer databases, run reports, compare and calculate tiered billing rates, and create service orders for web requests and operations team
  • Customer Inquiry and Complaint Resolution: Assist customers with inquiries/complaints, review customer accounts/history, research problems, and resolve issues
  • Premises Creation: Work with Developer Services and Operations to create and validate new premises
  • Record Keeping: Keep accurate records of customer interactions and transactions
  • Third-party Coordination: Work with third-party business partners on billing and customer service inquiries
  • Payment Processing: Handle payment processing, cash handling, and balancing duties, and run end-of-day reports
  • Communication with Stakeholders: Communicate with KOLs, collaborators, and customers on behalf of the support and operations teams regarding orders, complaints, shipments, or general needs
  • Customer Request Handling: Answer customer requests or inquiries concerning service, parts, products, and/or orders
  • Customer Experience Agent: Act as a helpful agent to ensure that all customers have a positive experience
  • Dispute Handling and Support: Handle initial contact on disputes, participate in team meetings, and provide support to fellow Customer Care Representatives
  • Multi-medium Customer Inquiries: Answer customer inquiries on most mediums that customers utilize
Relevant Information
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