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Customer Care Specialist-Call Center

Someone once said, "As far as customers are concerned you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back – perhaps even to make or break the company."  Surya strongly believes this to be true, especially with the competitive industry that we're in.  Many companies have beautiful, innovative products. At Surya, not only do we have some of the best designs and quality products, but we differentiate ourselves based on the customer experience we provide when our customers interact with our Care team.

POSITION OVERVIEW

Surya is looking for a customer care professional with a passion for taking care of customers.  The Customer Care team processes a large volume of orders placed over email and fax, research and solve customer problems, process returns, and work on custom/special orders.  We are looking for someone who loves to work within a team to exceed customer expectations.  This person should be motivated by and be able to thrive in a fast-paced, start-up, environment with little structure and requiring a lot of initiative.
 

MAJOR FUNCTIONS:

  • Process a large volume of orders placed through email or fax.
  • Research and resolve customer inquiries.
  • Work with sales representatives, accounting, and the shipping department to process customer requests and concerns.
  • Interact with customers to provide information in response to inquiries, concerns and requests about products and services.
  • Responds to customer questions efficiently and effectively through the use of active listening, personalization techniques and focusing on adding value.
  • Maintains customer records by updating account information and identifying gaps in department processes.
  • Build formal and informal relationships with customers and internal team members to drive customer loyalty and retention.
  • Work successfully in a fast paced environment
  • Strive for excellence-Motivate yourself and others to achieve high standards and continuously improve.
  • Operate as a TEAM player-Work together to drive solutions for the long-term success of Surya and its customers.

REQUIREMENTS:

  • 1+ years data entry processing
  • 2+ years in an office customer service environment
  • Must have Attention to Detail
  • Skilled in proofing and verifying data
  • Extremely detail and task oriented – able to develop a system to stay organized.
  • Expert knowledge of MS Office, especially Excel and Outlook.
  • Strong sense of initiative – proven track record of solving problems.
  • A quick learner who is comfortable with change and learning new systems/processes.
  • A strong sense of team and a desire to mentor others and help build a dynamic, unique organization.
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