Job Description
- Responsibilities range from handling account inquiries including billing or order issues, website navigation, order entry, resolution of complaints.
- Documentation of all customer queries and interactions, and monitor customer case until it reaches a resolution.
- Anticipate Customer Needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.
- Resolve inquiries related to marketing programs, product, price, and order status information within established processed and procedures.
- The channels of service one may be handling include phone, email, and/or self-service.
The individual should be able to work within a structured environment, while demonstrating flexibility and initiative to establish and achieve individual professional goals.
Required Skills & Experience
- Basic level of job-related knowledge and department goals and strategies
- Ability to quickly assess, clarify, and analyze the customer's needs.
- Strong competency
- Demonstrates strong competence in maneuvering BI's customer platform and systems.
- Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care.
- Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care.
- Adapts existing processes to current method of task completion and may make recommendations; identifies opportunities for improving one's work environment
- Excellent written and verbal communication skills Strong interpersonal skills with ability to work in a close team environment. Must be able to work within a number of software applications including Microsoft, call center, and custom programs Key dimensions include: initiative, resilience, prioritization, and organization, time management, ability to multi-task and develop solutions.
Nice to Have Skills & Experience
- Animal/veterinary experience
Salesforce/SAP
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.