Customer Care Representative

United Site Services
US - Massachusetts - Westborough
November 30, 2024

About USS:

United Site Services is the industry leader in comprehensive site services, committed to creating partnerships that help enable our customers project and event success. Our deep industry expertise, excellence in process management, and dedication to corporate responsibility are pillars of our value proposition; each supported by tangible, best-practice programs.

Our success is fueled by the dedication and collaboration of our diverse team, which includes field technicians, customer care representatives, sales professionals, and functional experts. Each member of our team plays a vital role in ensuring a seamless and reliable experience for our customers.

By joining United Site Services, you will be part of an organization that values continuous improvement, teamwork, and excellence in every aspect of our business.

Overview:

The Customer Care Representative (CCR) is an essential partner in the USS inbound sales process and inbound and outbound service support providing world-class front-line support through multiple channels (phone, email or chat) to USS Customers. The CCR is responsible for providing an exceptional customer experience while discovering and resolving customer concerns in a professional, and timely manner. The CCR will be primarily responsible for properly qualifying and managing all USS customer's needs and B2B service inquiries and all sales and service B2C requests to ensure they are handled with speed, efficiency, clarity and quality. This role should have a clear understanding of USS's sales process, service model, and methodology as well as system and product knowledge. We are looking for someone who has a positive and professional attitude, enjoys problem solving and thrives in a fast pace rewarding environment.

Dispatch experience highly desired.

Responsibilities:

Demonstrate strong safety awareness and leadership
Hold professionally engaging verbal (phone) and written (e-mail, chat) conversations
Professionally answer a high volume of inbound calls within performance guidelines
Answer all e-mail contacts within performance guidelines
Meet Quality Assurance Standards
Meet KPI's as set by Supervisor
Uncover opportunities to offer additional products to all customers that meet their business needs
Follow-up on all customers' needs and manage accordingly through identification, qualification and follow through
Maintain highest quality, long-term partnerships with all USS customers
Maintain a comprehensive knowledge of all USS products and services: act as the subject matter expert
Clearly communicate and coordinate with various departments and systems within the company to ensure customer requests are handled appropriately and in a timely fashion.
Act as liaison between customers, sales, field operations, and office personnel to resolve general inquiries
Produce quotes and work orders through company systems
Reduce escalations and outward transfers, promoting one call resolution
Accept feedback positively
Ensure customer's needs are met while adhering to the USS sales process
Adhere to all company policies, scheduled breaks, and lunch periods
Document sales activities and leverage business intelligence through Salesforce. com
Demonstrate desire to succeed and win as well as grow career opportunities
Demonstrate Polite and Positive Professionalism in all work-related activities
Demonstrate desire to provide a world class customer experience
Recognize peers for outstanding work utilizing USS Achievers
Champion, demonstrate, and uphold our values: Easy, Safe, & Clean
Perform other duties as assigned

Qualifications:

Strong PC proficiency (Microsoft Office, Salesforce, etc. )
Time Management, Organization, and Excellent follow up skills
Strong written and verbal communications
Decision Making and Problem Solving
Ability to navigate company systems and tools efficiently
Teamwork with all sales channels and operations
Quality listening and communication
Time Management
Organization
Excellent follow through and follow up skills (leads, issue resolution, etc. )

Physical Requirements:

Sit while answering phones or reply to emails
Use hands and fingers to handle, control or feel objects tools or controls
Repeat the same movements when entering data
See details of objects that are less than a few feet away
Speak clearly so listeners can understand
Understand the speech of another person
Focus on one source of sound and ignore others
Hear sounds and recognize the difference between them
See differences between colors, shades and brightness

Benefit Summary:

All full-time employees working an average of 30 hours or more per week are eligible for the following benefits:

Holiday & Paid Time Off (pro-rated for Part-Time employees)
Medical/Pharmacy
Dental
Vision
Employer-Paid Short-Term Disability
Employer-Paid Long-Term Disability
Employer-Paid Employee Basic Life & Accidental Death and Dismemberment
Voluntary Employee Life & Accidental Death and Dismemberment
Voluntary Spousal Life
Voluntary Dependent Life
Ho.

Read the full job description and apply online on the recuiter's web-site

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