Customer Care Specialist (Contract to Hire)

  • Livonia, MI, USA
  • Full-time
  • Shift: 1st

Company Description

Harland Clarke Corp. is a leading provider of best-in-class integrated payment solutions, marketing services, retail products, high-value transactional print and electronic documentation, and security solutions. The 140 year old company serves multiple industries including financial, insurance and investment services, big-box retailing, accounting software, commercial, direct selling associations, and franchising. Its clients range in size from major corporate brands and trade groups to small businesses and individual consumers. They are served through three business divisions: Payment Solutions, Marketing Services and Retail Channels. For more information, visit www.harlandclarke.com.

Job Description

Position Summary

Assists Clients and Customers, via telephone, e-mail or chat, with orders, inquiries, requests, problem resolution, and comments/feedback regarding products/services. Consults with Clients and Customers to identify additional needs related to the products or services. Recommends appropriate products, services, or solutions. Works on assigned client programs. Performs duties in a courteous, efficient, and professional manner. Meets Company and client goals for levels of performance.

 

Key Duties / Responsibilities

Essential duties are identified by asterisks.

Responsibilities for inbound or outbound call segment applies based on individual assignment.

Successfully completes initial new Specialist training program and participates and completes all required learning and ongoing training

Entering & processing orders

Processing cancel/change requests

Requesting reprints/credits

Ensuring security and privacy of customer's information

Providing education and support regarding products and services

Probing to identify needs

Acts/offers appropriate products, services, and solutions to meet customer needs

Utilizes available resources appropriately to accurately enter data and service the customers

Ensures appropriate follow-through steps are completed for each call

Maintains complete and accurate records of all call activity as required

Makes outbound calls to achieve the goals of assigned call segment

Provides a basic level of customer support, but escalates more advanced problems to their Supervisor

Maintains a professional appearance and a quality work environment that adheres to all safety and security policies

Limited eligibility in off phone activities performing special assignments / team roles on a rotating basis or as required based on Supervisor's discretion

Works within a team environment supporting both team objectives and overall Center objectives

Monitoring of individual performance tracking data and provides input for Individual Development Plans

 

All employees are responsible for demonstrating the company's Core Values at all times and for using Performance Excellence principles to continuously improve effectiveness, efficiency, products, and services. This includes, but is not limited to, participating on improvement teams, recommending and implementing improvement ideas, and participating in training and other activities to keep up to date on processes, information, etc.

All employees are responsible for supporting and complying with internal and external audits, to include providing information, performing assigned tasks to ensure compliance, and preparing and maintaining evidence that key duties identified as internal controls have been performed.

All employees are responsible for supporting and complying with safety and security policies to promote a healthy working environment.

Communication & Contacts Required

Clients and customers

Education & Knowledge Required

HS Diploma/GED required

Experience / Skills / Abilities Required

Minimum 0-2 years

Previous customer service, banking or retail experience helpful

Closing sales and/or generating qualified leads preferred

Multitask ability

Detail oriented

Good communication and interpersonal skills

Basic computer skills

Ability to learn required information and ongoing training

 

Harland Clarke Holdings Corp. to include its subsidiary and affiliated companies (Harland Clarke, Scantron and Harland Clarke Digital) is an equal opportunity employer. Qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, handicap or disability (physical or mental), Vietnam-era or disabled veteran status, and other factors protected by state and local laws.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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