Job Description

PRIMARY PURPOSE:

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.

ESSENTIAL FUNCTIONS:

* 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 required by management.

EDUCATION/EXPERIENCE:

* High School Diploma, GED or equivalent combination of education and experience

* 1-2 years of related customer care experience preferred