A Customer Care/Help Desk Representative is the first line of support for our Associates and Guests. When someone has an issue or question our Representatives are there to assist.
SCOPE: Answering incoming calls from Ratner Companies associates, and assisting them with issues at hand. Monitoring network map for outages. Troubleshoot POS systems through a Remote environment. Monitor and interact with live chat
ESSENTIAL JOB RESPONSIBILITIES:
* Flexibility in scheduling is required to assist Representatives with meeting and maintaining Ratner Companies standards. * Nights and weekends may be required. * Assist with the daily work flow of the Support Center * Understand Ratner Companies processes and procedures and the use of Knowledge base (K-base). * Report K-base issues to Team Lead: missing information, unclear instructions, and inaccuracies. * Demonstrate effective communication skills, exhibiting a strong level of professionalism with focus on internal and external customer satisfaction. * Perform other duties as assigned * Maintain a positive and result driven attitude.
* Proper phone etiquette; * Ability to speak and write clearly and accurately; * Demonstrated proficiency in typing and grammar; * Knowledge of relevant software computer applications and equipment; * Knowledge of customer service principles and practices;
* Education: High school diploma or equivalent. * Experience: * SalesForce software experience is a plus * Customer Service experience preferred * Help Desk/Call Center experience is preferred * Equipment/Computer Software: * Computer/keyboard/printer, multi-line phone, copier and fax. * Proficient in Microsoft Word and Excel. * Experience using or supporting Microsoft Windows * Experience using and supporting PC hardware and POS systems * Home office space (professional, quiet, customer service/call center environment) * Home office set up with the following items to perform job functions: * Internet (cable modem with 5+ mbps) * Land line * Power/Electricity * Certifications: A+, Net+, Help Desk Tech Certification, a plus but not required. * Skills and Abilities: * Advanced math skills to perform cost calculations and understand and calculate variance and percentages. * Possess advanced knowledge of the English language to include grammar, proofing and punctuation. * Possess excellent organizational and time-management skills and has the ability to handle a wide variety of issues at one time. * The ability to work independently and to adapt to changing situations and priorities. * The ability to read and understand instructions and memos evaluating the appropriate action based on specific parameters. * Bilingual is preferred
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