Associate Customer Care Representative
Associate Customer Care Representative
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Job Description
Its fun to work in a company where people truly BELIEVE in what theyre doing!
Job Description Summary:
The Associate Customer Care Representative at Rocket Software plays an integral role in our customers success. In this position you will handle a variety of customer inquiries via phone and email ranging in complexity and urgency. You will become a Subject Matter Expert of Rocket Community with the expectation of educating and informing our customers on the benefits and features available to them. You will be an advocate for our customers requiring assistance utilizing resources effectively and making sound decisions to affect positive outcomes and resolutions.Essential Duties & Responsibilities:
Deliver outstanding customer service via phone and email consistently displaying professionalism empathy a sense of urgency and a genuine willingness to help.
Independently process customer requests accurately and promptly and escalate as appropriate.
Ensure data accuracy and integrity by following established guidelines.
Collaborate interdepartmentally to promote effective lines of communication that facilitate prompt responses and resolutions to customer requests.
Maintain and build positive employee and customer relationships.
Provide frequent feedback and suggestions to support an environment of continuous process improvement.
Assume additional responsibilities projects and tasks as directed by management.
Will be required to be on call weekends on a rotating basis.
Will be required to cover other shift hours when required.
Experience & Qualifications:
12 years of related customer support or customer engagement experience
Excellent customer service skills (experience in a customer service position is preferred)
Provide professional customer service even in the face of difficult client crisis
Advanced written and verbal communication skills
Great organizational listening and interpersonal skills reassuring and selfassured in the face of difficult situations demonstrated active listening and customer care
Good research planning and problemsolving skills
Basic computer and operating system knowledge
Preferred Qualifications:
Multilingual skills
Previous experience using a salesforce or CRM application an advantage
Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment please call:or send an email to We will make a determination on your request for reasonable accommodation on a casebycase basis.
If you like wild growth and working with happy enthusiastic overachievers youll enjoy your career with us!
Required Experience:
IC
Employment Type
Full-Time
