Customer Care Resource Agent
- Provide personalized customer service by use of interpersonal skills, establishing rapport, and presenting a positive, friendly attitude.
- Using multiple forms of communication (phone-within call center environment, web, email, & chat) solve customers' needs while delivering excellent customer service - this includes but not limited to order tracking/tracing, delivery status, and RMA entry.
- Accurately update systems with status details and other information relating to the customer's needs.
- Work closely with management to resolve customer questions/concerns.
- Fosters the MSC Culture in the department and throughout the company in order to ensure unity of vision and fulfillment of MSC's mission.
- Meet or exceed all assigned operational, customer-experience and service level metrics consistently.
- Participates in special projects and performs additional duties as required.
- High School diploma or the equivalent required.
- Customer service and/or Call Center and/or Web based internet chat experience preferred.
- Strong verbal and written communication skills required including the ability to communicate with standard grammar.
- Accurate typing and data entry skills required.
- Above average computer knowledge/technical skills required -(such as: proficient at using search tools, web browsers, email features, attaching files to correspondence, utilizing tracking tools, website functionality, and web chat)
- This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).
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