Overview:

Electronic Systems, Inc. (ESI), A Xerox company, is seeking a motivated Customer Care Associate to join our team based in Virginia Beach, VA. As a Customer Care Associate, you will be responsible for responding to customer's service needs and ensuring a prompt, appropriate, and satisfactory response to all requests.

Responsibilities:

• Gather and inputs data to track the service event and collaborates with customers to resolve their questions over the phone.
• Take incoming calls, e-mails, fax and website contacts requesting assistance.
• Perform data entry of information into various systems.
• Respond to internal or external requests for service.
• Perform data reporting to internal and external customers.
• Perform follow-up of service requests or in general service performance to internal and external customers.
• Determine when it is appropriate to escalate to the helpdesk or to a field service technician.
• Understand and proactively work through a variety of types of service events.
• Initiates follow up with customers to ensure full satisfaction with service.

Qualifications:

• At least 2 years of experience providing customer service in a phone or call center environment.
• High School Diploma or GED
• Ability to work and function efficiently and independently or in a team-oriented environment.
• Ability to communicate effectively orally and in writing with customers, co-workers, other service providers, vendors and management.
• Excellent organization skills.
• Ability to multi-task
• Ability to accurately enter service / supply calls
• Ability to understand service call history and interpret next steps from that data
• Ability to follow instructions from customers or management and/or be “creative” as it applies to the situation to bring the most efficient resolution to the problem
• Ability to arrive to work on time consistently
• Ability to sit in a call center environment
• Possess strong computer skills as it relates to typing accuracy and efficiency, internet research, use of email and instant messaging, Microsoft OneNote, Microsoft Office products (Word, Excel, Access). Knowledge of Great Plains service module a plus.
• Possess exceptional customer service skills to include (but not limited to):
• Strong Listening skills to the customer and understanding their problem
• Being exceptionally courteous to the customer even if the customer is upset
• Being aware of the customers’ request or situation and any external factors that may be impacting the customers’ business productivity
• Being empathetic to the customer’s situation
• Help provide a warm, friendly environment to the customer and to co-workers to achieve the overall goal of the Care Center
• Possess general knowledge of business accounting or billing procedures
• Ability to sit for extended periods of time

What We Offer:

• Competitive compensation (hourly compensation and applicable overtime)
• Comprehensive benefits offerings (including medical, dental, vision, and life insurance)
• Retirement plan
• Paid holidays, personal choice days and paid time off
• A culture that offers flexibility and a healthy work-life balance

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