Current Career Opportunities

Customer Care Representative, Secaucus, NJ

Summary: Receives, records, and reconciles customer service orders, inquiries, and complaints in a timely and professional manner.

Primary Duties include, but are not limited to:

• Answers incoming customer telephone calls in a courteous and professional manner.
• Runs/reviews daily incident report.
• Directly interacts with, responds to and investigates and resolves customer inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner.
• Responds to 10X and major incidents in real time (during business hours).
• Writes letters of apology.
• Takes overflow reservation calls
• Receives, records, and routes customer orders/changes in an appropriate manner.
• Answers customer inquiries and provides appropriate technical and/or product-related information.
• Researches and resolves customer complaints and/or billing issues.
• Obtains customer feedback information.
• Effectively communicates and gets answers to customer issues and concerns from applicable internal staff members and internal departments.
• Documents all contacts, actions, and responses in customer database.
• Organizes and maintains file system; files correspondence and other records.
• Maintains working knowledge of EmpireCLS and services offered.
• Prepares reports and correspondence as needed.
• Checks Customer Care voice mail throughout each day.
• Indentifies trends in incidents, and works with team and management to determine a resolution to problems.
• Performs other duties as assigned by supervisor.

Qualifications include:

• Minimum of one year related experience
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office (Word, Excel, and Outlook)
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams and committees.
• Ability to understand and follow written and verbal instructions.
• Acute attention to detail.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Ability to effectively communicate with people at all levels and from various backgrounds.
• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.

Physical/Mental Requirements

While performing the duties of this job, the employee is frequently required to do the following:

• Sit for prolonged periods.
• Understand and respond to a diversity of individuals.
• Maintain professionalism while working under stress.

Work Environment:Office

For immediate consideration please email your cover letter and resume to hr@empirecls.com

We will only be contacting those individuals whose qualifications and experience appear to be a fit for this position. We are an equal opportunity employer.

Equal Opportunity Employer (M/F/D/V). VETERANS WELCOME!