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Customer Care Representative

Basic Description:
The Customer Care Representative works on the front lines of our end-user support and partner sales operations going above and beyond to ensure our customers across the globe are always fully satisfied. This is an entry level position in which candidates are trained thoroughly not only in the role itself, but also the company operations and culture, and are afforded the ongoing opportunity to interface with various departments throughout the organization. This wide education opens the door to growth opportunities either within the department or throughout the company over time and after proven success.
Job Description and Responsibilities:
o Interact with our Telephone system and computer based Ticketing system which keeps track of phone, email, and online chat correspondence between representatives and customers.
o Handle approximately 75 tickets and 20+ telephone calls per day.
o Maintain and exceed our Customer Solutions Benchmarks of Service including our 5 Star Feedback rating, accurate and timely responses to tickets, and minimum communications to resolve issues.
o Develop an intimate knowledge of our product lines and the portals where they are sold. Troubleshoot technical problems with savvy and non-savvy customers over the phone and via email.
o Participate in weekly staff meetings to provide feedback and learn about company-wide initiatives and solutions.
Requirements:
o Must possess excellent English verbal and written communication skills. Bilingual ability is a plus.
o Must be technically savvy and understand the complex and ever-changing market of consumer electronics.
o Must possess the desire to resolve complex problems under pressure for anonymous customers.
o Must have the ability to charm people and turn frustrated customers into happy repeat shoppers.
o Must be extremely organized, have an obsessive attention to detail, and a thirst to multi task.
o Must be knowledgeable of recent trends in technology & have 3-4 years advanced experience with Microsoft Windows, Excel, Outlook (email, task management), and Word.
o Must be available to work a variety of shifts including nights, weekends, holidays, and overtime.
Department: Customer Solutions
Status: Full time
Location: Westlake Village, California
Shift: 8am - 5pm (+Seasonal O/T)
Accessory Power full time employees are entitled to a comprehensive benefits package including: Vacation, Paid Holidays, Health Care, Performance Recognition, and Retirement Plans.
Starting Pay:
$12 - $13/hr depending on education level and previous work experience
Applicants must be a US Resident or currently able to work in the US without sponsorship.
Accessory Power is an equal opportunity employer.

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