Job Description
Why join us?
We're on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.
At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What's more, you'll be part of a work culture where collaboration is the norm and individuality is welcomed.
As a member of our team, you'll have the power to make it happen. You'll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers' lives.
JOB SUMMARY:
The Customer Care Associate's primary responsibility is taking care of our customers when they contact us for assistance. This includes providing guidance for our line of Tobii Dynavox products by taking incoming calls, emails, and chats to answer questions and resolve issues.
KEY RESPONSIBILITIES/COMPETENCIES:
Handles incoming calls in a call center, resolves customer issues, works with other departments to get answers, and routes customers to the correct area
Provides email and chat support for customers as well as other departments
Shares common questions they are receiving in team meetings that require a call transfer so that additional training can be arranged
Salesforce management including the entry of accounts, contacts, return orders, repair orders, extended warranties, etc.
Using internal and web-based systems to identify, research, and resolve customer inquiries regarding orders, repairs, returns, and undeliverable shipments
Order management including return and repair processing
Creates new customer accounts and updates/maintains existing customer account information
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution
Mastering in-depth knowledge of our evolving industry, line of products, and services
Assists Customer Experience team when they have a backlog or need help
Other duties as assigned
MIMIMUM QUALIFICATIONS:
EDUCATION / EXPERIENCE REQUIREMENTS: Associate degree or 2-4 years of customer service experience
1 year of Salesforce experience preferred
COMMUNICATION SKILLS: Clear, concise, and articulate written and spoken communication
Strong interpersonal/rapport building skills
Ability to communicate with all levels within the organization
Ability to work cooperatively as a member of a team
Demonstrated ability to discern issues and concerns of customers (internal and external)
Ability to remain calm and focused while communicating in a stressful environment
Problem-Solving
Listening/Phone Skills
COMPUTER SKILLS: MS Office Suite (Excel, Outlook, Word)
Ability to work/train in multiple customer service management systems (Great Plains)
Salesforce experience is preferred
OTHER SKILLS/REQUIREMENTS: Good organizational abilities
Detail oriented
Multi-tasking
Highly efficient in CRM (Salesforce) management
WORK ENVIRONMENT REQUIREMENTS : Ability to be part of a cohesive team environment
Willingness to help others on the team when required
Ability to work with interruptions
Ability to keep up in a fast-paced work setting
Ability to travel to the Pittsburgh office for team activities/ trainings (approx. 4 times per year)
Apply today!
We believe in empowering individuals - including our own employees - to reach their full potential. So, if you want to change lives while growing your own career, we'd love to hear from you. Tobii DynaVox
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