Job Details of Customer Care Specialist

Surya is looking for a customer care professional with a passion for creating loyal customers. The Customer Care team processes orders and resolves and responds to customer issues via email and phone contact. We are looking for someone who loves to work within a team to exceed customer expectations and provide reliable, responsive, and resourceful service in every interaction. You will have the opportunity to become a Surya subject matter expert for customers concerning Surya products and processes. Our Customer Care management team is caring, supportive and dedicated to your success!

Primary responsibilities:

• Handle customer inquiries via phone and email and process orders with exceptional service.
• Verify account information on all calls.
• Create tickets for each call.
• Greet customers warmly and ascertain problem or reason for calling.
• Inform and instruct customers on the use of the Surya.com website.
• Provide accurate product and service information.
• Recommend options to customers when they are attempting to cancel.
• Note accounts as appropriate.
• Diffuse upset customers as needed.
• Escalate recurring problems to immediate supervisor.
• Provide supervisor and Customer Care management with process improvement recommendations.
• Gain and excel in knowledge of all Surya products and processes.

Job Requirements:

• Exceptional customer service skills
• Two or more years of experience in customer service
• Demonstrates ability to accurately problem solve
• Enjoys working with others in a team environment
• Exceptional attention to detail is critically important
• Knowledge of Microsoft office products, i.e., Excel, Outlook, Word
• Experience working with order entry and ticketing systems
• Adapts well to change and learning new processes
• Demonstrates the understanding of balancing the needs of the business with customer needs.

Preferred Experience:

• Some advanced degree work in a related field.
• Two or more years of customer phone service.
• Experience working on process improvement initiatives.