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Customer Care Representative

  • Location:
  • Louisville, KY

Position Purpose and Objectives

The Customer Care Representative provides optimum customer support to customers (especially end users) and represents the company in a courteous and professional manner. They interact with customers to provide information in response to inquiries about products and services, and handle and resolve customer issues. This position is part of the Customer Care / Sales Support team whose function is to create a superior customer experience both internally, for our sales and technical teams, and externally, for our customers. This position reports to the Customer Care / Sales Support Manager.

Essential Job Functions

  • Receives customer requests by telephone or email, analyzes requests, provides information requested or ascertains who best can provide the information, and routes the request to the proper person
  • Maintains, gathers, and updates customer information in CRM database.
  • Resolves customer questions related to software licenses or related products
  • Retained and growing knowledge of product line, prices, marketing promotions, and similar data, as required
  • Improves communications with customers to increase awareness and answers questions regarding Advanced Solutions product and service offerings, technical support, promotions and events
  • Monitors customer satisfaction (CSAT) program responses and notifies sales representatives and managers of customer satisfaction alerts
  • Summarize customer feedback for process adjustments and continuous improvement
  • Remains pleasant, patient while effectively communicating with customers
  • Must meet established productivity, schedule adherence and quality standards
  • Regular phone check-ins with customers
  • Reacts positively to change and performs other duties as assigned
  • Crosstrain with other Customer Care / Sales Support team positions
  • Assist with other duties as assigned

Required Knowledge, Skills, and Abilities

  • Excellent communication, problem solving, and decision making skills are required.
  • Must be professional, poised, able to follow directions, and work independently as well as part of a team.
  • The ability to multi-task and work in a fast paced professional environment.
  • Attention to detail, a positive, can-do attitude and strong work ethic.
  • Strong interpersonal and organization skills
  • Verbal communication and listening skills
  • Pleasant telephone voice and positive demeanor
  • Accurate typing, spelling and writing skills
  • Ability to work independently and manage multiple priorities
  • Working knowledge of programs including, but not limited to: Microsoft Office Suite, CRM systems

Minimum Education and Work Experience

  • High School Diploma or equivalent required
  • 2 years of Customer Service experience
Compensation

Hourly rate based upon experience. ASI offers a very competitive compensation and benefit package including health, vision, dental, short-term and long-term disability, flexible spending account, term life insurance, and 401(k) plans.

Additional Eligibility Qualifications

Advanced Solutions will only employ those who are legally authorized to work in the United States for this opening. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.