Customer Care Specialist

Are you passionate about delivering outstanding customer experiences? We're looking for a Customer Care Specialist who is empathetic, solutions-oriented, and committed to providing top-notch support to our customers.

JOB PURPOSE

Customer Care is about building and maintaining long-term value-added relationships with external and internal customers in a way that supports Polaris values and goals. It begins with understanding customers’ requests and the triggers driving those requests and offering information and solutions that take care of their needs.

To assist the Manager and the Dept in obtaining the Key Performance Indicators, these include:
Answer phone calls within 3 rings
Answer customer inquiries on the first call
Keeping a balance between logged in time and logged off time to ensure a “Best in
Class” customer care experience.
Responsible for improving internal processes through recommendations and direct action.

KEY RESPONSIBILITIES

Reporting: Ensure timely and accurate requirements (daily, weekly and monthly)
Schedule Meetings with Customer including on-site when possible
Assist the Manager with obtaining the goals below:
Answer phone calls within 3 rings – Target 95%
Answer customer inquiries on the first call – Target 90%
Keeping a balance between logged in time and logged off time to ensure a “Best in
Class” customer care experience.
Responsible for improving internal processes through recommendations and direct action
Interacts with customers on a professional / friendly level to handle inquiries, addressing underlying requirements and concerns to avoid issues; resolves customer issues by taking ownership of the situation and acting as the customer’s liaison between departments for resolution.
Responsible for building long-term, valued added relationships with the customers
Identify opportunities for overall Polaris improvement and work with Client Care Manager to drive action
Identify training opportunities and work with the Client Care Manager and Training
Manager to elevate knowledge within the Customer Care Dept
Any other duties or tasks as delegated by Client Care Manager

SKILLS/KNOWLEDGE/EXPERIENCE/EDUCATION REQUIRED

Leadership skills
Team Collaboration
Strong customer service, interpersonal, communications and organizational skills as well as analytical and problem-solving abilities
Great communication skills; listening, verbal and written.
Being able to assess underlying needs to increase customer experience.
Reliable and trustworthy
Significant experience in customer service including experience in the transportation services industry
Strong attention to detail and follow-up skills · Able to function in a fast-paced environment
Able to be self-motivated while working in a team atmosphere
High school graduation or equivalent
Experience and basic knowledge of the transportation industry
Proficient in Microsoft Office Applications
PC literate with experience in the use of transportation software such as TMW software or its equivalent.

We're excited to find someone who shares our commitment to excellent customer service. If you're passionate about helping others and want to grow with a dynamic team, we’d love to hear from you. Apply today!

#BTGG