Job Summary:

The customer care agent will enhance the customer experience by providing focus to the identification, analysis, and resolution of the customers concerns in all areas and will serve as the direct point of contact to our customers and employees.

Essential Job Functions:

· Make, receive and process sales and service calls

· Dispatch service via phone, email, and automated systems

· Resolve or escalate issues, complaints, questions, and queries as necessary

· Create and forward Customer Service Tickets

· Monitor sales to customers and report non-purchasing situations to the appropriate account manager

· Upsell new brands and packages as appropriate for each customer

· Make sure all customer information updated in eoStar is accurate

· Make sure PO numbers are included and accurate in eoStar for applicable customers

· Utilizing available system tools and resources, must be able to successfully achieve sales and gross profit plans through the management of assigned customers

· Perform various duties as assigned

Job Qualifications:

· Accredited High School Diploma or GED equivalent

· Proven ability to communicate professionally and effectively both verbally and in writing

· Must have effective time management skills in prioritizing tasks, multitasking, and handling heavy call volume

· Demonstrated ability to provide outstanding customer service

· Ability to successfully work independently and in a team environment

· Ability to read and interpret documents and reports as assigned

· Must be competent in utilizing the functionality and in the operation of eoStar and Microsoft Office, including Excel and Word

· Must maintain a professional appearance

· Controlled climate, typical office environment