Customer Care Specialist

• Handle customer inquiries via phone and email and process orders with exceptional service.
• Verify account information on all calls.
• Create tickets for each call.
• Greet customers warmly and ascertain problem or reason for calling.
• Inform and instruct customers on the use of the website.
• Provide accurate product and service information.
• Recommend options to customers when they are attempting to cancel.
• Note accounts as appropriate.
• Diffuse upset customers as needed.
• Escalate recurring problems to immediate supervisor.
• Provide supervisor and Customer Care management with process improvement recommendations.
• Gain and excel in knowledge of all Surya products and processes.

• Exceptional customer service skills
• Two or more years of experience in customer service
• Demonstrates ability to accurately problem solve
• Enjoys working with others in a team environment
• Exceptional attention to detail is critically important
• Knowledge of Microsoft office products, i.e., Excel, Outlook, Word
• Experience working with order entry and ticketing systems
• Adapts well to change and learning new processes
• Demonstrates the understanding of balancing the needs of the business with customer needs.

• Some advanced degree work in a related field.
• Two or more years of customer phone service.
• Experience working on process improvement initiatives.

Surya Carpet