Contract Customer Care Specialist

Purchasing Power - Atlanta, GA

Full-time - Mid Level

Hybrid - Atlanta, GA

About the position

The Contract Customer Care Specialist at Purchasing Power is responsible for addressing customer concerns and improving service processes. This role involves researching and resolving customer issues, acting as a liaison between customers and the support team, and contributing to service recovery initiatives. The specialist will work cross-functionally to enhance customer satisfaction and operational efficiency.

Responsibilities

• Research and resolve customer issues via multiple work queues, including social media sites, in a courteous and timely manner.
• Determine the root cause of customer complaints and provide appropriate corrective actions following the provided escalation paths for resolution.
• Serve as a liaison between the customer support team, management, and customers to improve customer service and business productivity.
• Share customer feedback on needed enhancements to business processes and work environment to help improve program offerings.
• Assist in the development, testing, and communication of operational policies and procedures.
• Follow customer service programs and strategies to provide outstanding service.
• Document routine customer correspondence for future reference purposes.
• Assist in training and mentoring new peers on customer support and department guidelines.

Requirements

• 3+ years of experience in customer support/contact center or sales support.
• Advanced level computer skills with basic Microsoft programs (Excel, Word, Outlook).
• Strong verbal and written communications and interpersonal skills.
• Customer focused with the ability to work effectively and professionally with customers.
• Problem solving skills, resourceful and effective in making decisions with strong attention to detail.
• Team player with strong interpersonal skills possessing the ability to effectively work within the department, company, and network.
• Ability to work independently in a high-stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers.
• Regular, consistent, and punctual attendance, must be able to work variable schedule(s) and overtime as necessary.

Nice-to-haves

• Relationship management experience.