Job Title: Hybrid -Customer Care Rep

　　Location: Duluth, GA (Hybrid)

　　Hours/Schedule: Mon – Fri with a rotating shift

　　Type: 12-month Contract

　　Start Date: February 26, 2024

　　Overview: As a Customer Representative, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs. The types of interactions range from handling account inquiries including billing or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience. The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer case until resolution.

　　Responsibilities

　　Within company's quality standards, handle service interaction, regardless of type or channel, in a manner that reduces Customer Effort.

　　Anticipate Customer needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.

　　Execute needed follow-up through various communication channels such as, outbound calls, emails, in accordance with company's standards.

　　Accommodate special customer requests and rectify customer complaints, with good judgment and decision-making skills while balancing the needs of company.

　　Resolve inquiries related to marketing programs, product, price, and order status information within established processed and procedures.

　　Acquire and maintain understanding of processes, procedures, and the systems used for support.

　　Document each interaction information on each interaction, so the information can be shared throughout company

　　Communicates day-to-day work status updates within the team.

　　Works cooperatively to find common ground across a diverse team to achieve mutual and independent goals.

　　Requirements

　　Bachelor's degree from an accredited institution is preferred.

　　HS diploma is required.

　　Basic level of job-related knowledge and department goals and strategies

　　Demonstrates strong competence in maneuvering company's customer platform and systems.

　　Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care.

　　Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care.

　　Adapts existing processes to current method of task completion and may make recommendations; identifies opportunities for improving one's work environment.

　　Excellent written and verbal communication skills Strong interpersonal skills with ability to work in a close team environment.

　　Must be able to work within a number of software applications including Microsoft, call center, and custom programs Key dimensions include initiative, resilience, prioritization, and organization, time management, ability to multi-task and develop solutions.

　　Animal/Veterinary experience is a plus.

　　Customer experience focus

　　Ability to learn and comprehend abstract, complex, and technical information.

　　Salesforce/SAP is a plus.

　　Benefits

　　System One offers eligible employees health and welfare benefits coverage options, including medical, dental, vision, spending accounts, life insurance, voluntary plans, and participation in a 401(k) plan.

　　#M3

　　System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

　　System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.