Duluth, GA
Contract Duration: 12-36 months
Rate: Negotiable
Responsbilities:
- Excellent employment opportunity for a Customer Care Rep in the Duluth, GA area.
- Start date is not flexible.
- HYBRID schedule (T- TH)- candidates need to becomfortable with that. NO REMOTE
- Shift - Monday - Friday (closed weekends)
- Training: 6 weeks -100% in the office
- Follows all company and department policies as documented. Including working a rotating shift as assigned from one of the scheduled times below: 7:45AM may change to 8:00AM), 8:30AM, and 900AM. 1 hour lunch, Monday-Friday
- The shift bid will be based on performance and attendance during the training.
- Please do not submit anyone that is not able to work rotating shifts.
- There will be a weekly call quality review call.
- Retention Bonus (USD)$250 @ 45 days (successful completion of new hire training) and (USD)$ 250 @90 days
- office will be moved to Johns Creek, Ga in summer 2026
- As a Customer Representative, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs.
- The types of interactions range from handling account inquiries including billing or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience.
- The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer case until resolution.
- The channels of service one may be handling include phone, email, and/or self-service.
- The individual should be able to work within a structured environment, while demonstrating flexibility and initiative to establish and achieve individual professional goals.
- Within the company AH Quality Standards, handle service interaction, regardless of type or channel, in a manner that reduces Customer Effort.
- Anticipate Customer Needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.
- Execute needed follow-up through various communication channels such as, outbound calls, emails, in accordance with the Company AH Standards.
- Accommodate special customer requests and rectify customer complaints, with good judgment and decision-making skills while balancing the needs of the Company AH.
- Resolve inquiries related to marketing programs, product, price, and order status information within established processed and procedures.
- Acquire and maintain understanding of processes, procedures, and the systems used for support.
- Document each interaction information on each interaction, so the information can be shared throughout the Company AH Communicates day-to-day work status updates within the team.
- Works cooperatively to find common ground across a diverse team to achieve mutual and independent goals.
Experience:
- High School Diploma is required
- Bachelor's degree from an accredited institution is preferred.
- Basic level of job-related knowledge and department goals and strategies
- Demonstrates strong competence in maneuvering the Company's customer platform and systems.
- Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care.
- Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care.
- Adapts existing processes to current method of task completion and may make recommendations; identifies opportunities for improving one's work environment
- Excellent written and verbal communication skills
- Strong interpersonal skills with ability to work in a close team environment.
- Must be able to work within a number of software applications including Microsoft, call center, and custom programs
- Key dimensions include initiative, resilience, prioritization, and organization, time management, ability to multi-task and develop solutions.
- Animal/Veterinary experience is a plus.
- Customer experience focus
- Ability to learn and comprehend abstract, complex, and technical information.
- Salesforce/SAP is a plus.
