Skip navigation
Unable to save this job. Please try again later.


Email this Job to Yourself or a Friend

To begin the application process, please enter your email address.

Company Contact Info

  • Charlotte, NC

Already have an account?

Sign in to apply with your saved resumes.

New to CareerBuilder?

Don't have an account? Continue as a guest!

Sorry, we cannot save or unsave this job right now.

Report this Job

Trust and Site Security Team.

Don't miss out on new jobs!

Get the latest Customer Care Representative (CCR) jobs in Charlotte, NC delivered directly to your inbox. You can unsubscribe at any time.

Saving Your Job Alert

Job Alert Saved!

Could not save Job Alert!

You have too many Job Alerts!

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.

Sign Up

or   Sign In Here
Password Must Contain
8 to 15 characters
1 uppercase letter
1 number or symbol
1 lowercase letter
Create an Account with CareerBuilder to save jobs & unlock these great features
See similar job titles and skills to help you make your next move
Upload a resume and become visible to Hiring Managers and Employers
Compare Salary Information to see where you stand amongst your peers
Easily Quick Apply to jobs with just one click!

Email Send Failed!

Customer Care Representative

Follett • Charlotte, NC

Posted 6 days ago

Job Snapshot

Education - Teaching - Administration

Job Description

Key Responsibilities:

• Investigates customer questions and concerns and follows through with a resolution, asks the right questions, practices active listening, and communicates professionally.

• Communicates professionally and clearly via email and phone, mainly, as well as webinars, web portals, faxes, and SalesForce on occasion.

• Supports customers by answering product and service questions.

• Maintains customer records by updating account information and keeps status notes to be read and interpreted by Sales team and other Customer Care Representatives.

• Due to the size and scope of the customer-base, it is necessary to build a rapport with customers and this position often works with the same customer(s) regularly.

• Requests approval for and coordinates any necessary customer adjustments/credits.

• Recommends potential products or services to management by collecting customer information and analyzing customer needs.

• Verifies customer preferences and sets flags in applicable system(s).

• Informs customers of special promotions and new releases that may be advantageous for the customers, such as reduced or free shipping if certain dollar amount of product is ordered.

• Places orders when needed by customer into direct billing system.

• Utilizes multiple systems for tracking, notating, and investigating customer orders and shipments, etc.

• Meets production SLAs (certain customer requirements/account specifications) established by the Customer Care Supervisor.

• Handles basic inquires such as stock, tracking, and order status while recommending our self-help options for these inquires.

• Assists customers by leading to online self-service options.

• Interacts with multiple departments in researching customer issues, such as Warehousing for tracking orders and delivery, Finance Department on Account Holds, Customer billing questions and other issues that sometimes arise, as well as the Sales Team for miscellaneous issues.

• Any special projects as needed and passed down from the Retail Management team

Job Requirements

* High School diploma 2 -- 5 years' experience, or Associates degree required. * Experience with building a trusting relationship with customers is a definite plus. * Proficient in Microsoft Office, especially with Excel and Outlook. * Ability to analyze and comprehend directions, issues, short correspondence, and emails. * It is helpful to have CRM with telephony experience, i.e. Shortel and Salesforce * Ability to think for yourself and navigate a large organization. * Ability to carry our instructions in written, oral, or diagram form. * Ability to make decisions involving concrete variables in standardized situations. * Professional Communications and Interpersonal skills via phone, email, and Live Chat * Ability to handle multiple ordering systems * Experience with small B2B customer service a plus
Job ID: 5000423688706
Help us improve CareerBuilder by providing feedback about this job: Report this Job.
For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.
By applying to a job using CareerBuilder you are agreeing to comply with and be subject to the CareerBuilder Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.
Don't miss out on new jobs like this
Get the latest jobs delivered to your inbox. Unsubscribe at any time.

Saving Your Job Alert

Job Alert Created

Well, this is embarrassing. We are having trouble saving your search. You can try again or come back at a later time.

Maximum Email Alerts

This email address has reached the maximum of 5 email alerts. To create a new alert, you will need to log into your email and unsubscribe from at least one.