WHAT DOES A CUSTOMER CARE SPECIALIST DO?
Published: September 19, 2024 – The Customer Care Specialist conducts customer surveys to gather feedback on product experience and service quality, using tools like Medallia. This role involves following up on customer feedback, closing tickets promptly, and working on optimizing processes while training other team members. Additionally, the specialist identifies trends, provides solutions to non-standard issues, and contributes to system improvements, ensuring an enhanced customer experience.
A Review of Professional Skills and Functions for Customer Care Specialist
1. Customer Care Specialist Key Accountabilities
- Outbound Calling: Placing outbound calls to referrals to provide product information and place orders.
- Order Processing: Process orders efficiently and effectively, answer product questions, and suggest new products.
- Customer Records Management: Maintain customer records by updating account information, identifying gaps, and providing solutions for department processes.
- Customer Loyalty: Helping drive customer loyalty and retention to meet company, department, and individual goals and objectives.
- Product Knowledge: Demonstrate product knowledge, pricing, discounts, rewards, and subscription options.
- Complaint Handling: Handle customer complaints and resolutions, process returns, and coordinate product and promotional material shipments.
- Testimonial Solicitation: Soliciting and sharing customer testimonials.
- Relationship Building: Build up and maintain good relationships with customers.
- Supplier Communication: Keep daily working communication with local suppliers, carriers, customs brokers, and warehouses.
- Customer Satisfaction: Maintain high levels of customer satisfaction.
- Inquiry Response: Promptly reply to customer's inquiry.
2. Customer Care Specialist Responsibilities and Key Tasks
- Customer Assistance: Assist customers regarding documentation required, invoices, statements, and contracts.
- Payment Processing: Process customer payments and guide customers through customer portal set-up and usage.
- Order Updates: Update purchase orders, addresses, and name changes.
- Complaint Resolution: Assist customers with complaints and errors concerning their orders and accounts.
- Dispute Verification: Verify the validity of customer disputes by obtaining pertinent information and investigating with internal stakeholders.
- Follow-Up: Follow up to close out calls and ensure customer satisfaction.
- Complaint Handling: Deal with customer complaints efficiently and effectively.
- SOP Implementation: Implement customer SOP, review, and update.
- Billing Responsibility: Take responsibility for the monthly billing report.
- Professional Conduct: Professionally conduct themselves in all interactions with employees, patients, providers, and other clients.
3. Customer Care Specialist Roles and Details
- Pick-Up Request Processing: Process customer pick-up requests and work with branches relating to requests for Damage and Repair documentation.
- Order Updates: Update purchase orders, address, and name changes.
- Complaint Assistance: Assist with complaints, errors, billing, and other inquiries.
- Discrepancy Verification: Verify the validity of account discrepancies by obtaining pertinent information and investigating.
- Follow-Up: Follow up to close out calls and to ensure resolution.
- Reversal Processing: Process LLW reversal and billing credits.
- Specialized Billing: Process billing for specialized accounts and web billing.
- Escalation Assistance: Assist clients with escalations when appropriate.
- Customer Satisfaction: Maintain a high level of customer satisfaction.
- Support Backup: Backup support to other group members.
4. Customer Care Specialist Overview
- Call Handling: Handle incoming calls for multiple lines of business.
- Issue Resolution: Answer questions, troubleshoot, and resolve issues related to accessing the company family portals.
- Payment Assistance: Assist families with tuition payments and employee benefits questions.
- Outgoing Calls: Perform outgoing calls for one or more lines of business in response to inquiries and support needs.
- Customer Education: Identify customer needs and educate callers on company services, including benefits, programs, policies, and procedures.
- Information Accuracy: Access knowledge bases, websites, and other references to ensure information conveyed is accurate and appropriate.
- Client Assistance: Assist clients on the phone and/or through email communication by troubleshooting, researching, and finding resolutions that meet their immediate needs.
- Follow-Up Communication: Provide follow-up communication and/or update expectations with clients, following agreed-upon timeframes.
- Work Queue Management: Manage assigned daily work queue by making outbound calls, working tickets, and responding to chats or emails promptly as identified by service level standards.
- Performance Standards: Meet minimum performance standards.
5. Customer Care Specialist Details
- Customer Surveys: Conduct surveys for customers via Medallia on product experience, service quality, ClinCheck Usage, iTero, etc.
- Feedback Follow-Up: Follow up on customer feedback based on the survey results and timely close the tickets alert.
- Process Improvement: Summarize, simplify, optimize, and improve the work process and key points, and train other team members or third-party CS teams.
- Trend Awareness: Be alert to trends in requests and issues reported by customers.
- Inquiry Research: Research information to answer inquiries from customers and share learnings with departmental peers and management.
- Problem Resolution: Contribute ideas on ways to resolve problems to better serve the customer and improve productivity and the customer experience.
- Solution Offering: Offer solutions to issues that are often non-standard/non-routine and require some clarification.
- System Improvement: System improvement on Salesforce/Patient Central/IDS/Wechat.
- Product Knowledge: Possess good knowledge of company processes, procedures, and product information/materials.
- Professional Interaction: Interact with fellow employees in a timely, patient, tactful, and professional manner.
- Issue Handling: Handle difficult or sensitive issues following department guidelines.
- Safety Compliance: Comply with all safety policies, practices, and procedures.
- Special Projects: Participate in special projects and/or training when requested.