Customer Care Professional

Customer Care Professional - Soft Sales

Reports to: Director of Staffing Operations

Supervises: N/A

Summary Statement: The Customer Care Professional supports a remote contact center environment by responding to inquiries, resolving issues, and educating customers across multiple communication channels.

Essential Job Functions

• Provide excellent customer service by answering calls and responding to customer inquiries via phone, email, SMS or chat.
• Actively listen to customers' needs and offer solutions that best meet their preferences or resolve issues.
• Utilize soft sales techniques to offer product or service recommendations in a helpful, non-pressuring manner.
• Build and maintain positive relationships with customers to foster repeat business.
• Meet or exceed individual and team performance metrics such as call quality, customer satisfaction, and sales conversion rates.
• Maintain accurate records of customer interactions and follow-up actions in the CRM system.
• Adhere to company policies, procedures, and performance standards.
• Collaborate with team members to improve processes and contribute to a positive work environment.

Marginal Job Functions

• Assist other personnel as time and knowledge permit.
• Participate in training and meetings as requested.
• Perform other duties as assigned.

Qualifications

Skills, Knowledge, and Abilities

• Must have excellent communication and interpersonal skills.
• Must have a strong ability to listen, identify customer needs, and recommend appropriate solutions.
• Must have a basic understanding of sales techniques and the ability to engage in soft sales (offering additional services or products).
• Must be proficient in handling multiple tasks in a fast-paced environment.
• Must have the ability to work independently and as part of a team.
• Must have basic computer skills, including experience with Microsoft Office and CRM systems.
• Bilingual (English/Spanish) communications skills are a plus.
• Must be able to work flexible hours.
• Must be able to make decisions with varying amounts of guidance.
• Must ne able to follow non-technical/technical directions.
• Must be able to work under a tight deadline and have the ability to handle frequent changes in procedures.

Physical Demands:

• Lifting, carrying, pushing, and pulling objects and materials up to 10 lbs.
• Extended periods of oral communication
• Hearing verbal conversations with people of various ages, educational levels, and cultural backgrounds in person/by telephone
• Speaking understandably to people of various ages, educational levels, and cultural backgrounds in person/by telephone
• Extended periods at a keyboard or workstation
• Frequent typing & operation of keyboard equipment (computer, calculator, etc.)
• Frequent placing & turning motions, such as sorting, filing, and retrieving
• Infrequent twisting or bending at the waist or reaching overhead

Education and Work Experience

• HA high school diploma, GED or equivalent is required.
• Some business classes, vocational/technical training is preferred.
• A minimum of 1 year of experience in a customer service call center position is required.
• A minimum of 1 year of sales experience, preferably in soft sales, or upselling in a customer service environment is required.