Customer Care Agent, Records Management & Support
Overview
You will own end-to-end customer interactions for VRC Companies, handling inquiries, complaints, and account updates across phone, email, and fax. You will train team members, resolve issues, and maintain accurate customer files while supporting daily operations. You will work closely with the Customer Service Manager and Director of Operations to ensure service excellence. This role requires comfort with physical tasks, including moving files and tolerating warehouse temperatures. A proven track record in customer support and strong typing skills are essential.
What You'll Do8
- 1Resolve customer complaints by identifying root causes and offering alternatives within time limits, then follow up to confirm resolution.
- 2Train team members on customer service procedures and assist in solving complex customer problems.
- 3Answer incoming calls, faxes, and emails, responding to customer requests promptly.
- 4Key in new box information for all accounts, making computerized location changes and assigning new departments.
- 5Print and file computer inputs, managing paperwork from the 'ready to be filed tray' into customer folders.
- 6Store previous month's files in VRC boxes at month-end.
- 7Complete special projects assigned by the Customer Service Manager or Director of Operations.
- 8Manage multi-line phone system and document all customer interactions in internal systems.
Requirements10
- 11+ years of customer support experience.
- 2Typing speed of 45-55 WPM with 95-100% accuracy.
- 3Proficiency in 10-key by touch.
- 4Ability to operate office equipment including fax machines and printers.
- 5Strong knowledge of English and grammar for clear communication.
- 6Pleasant telephone manner and ability to handle high call volumes.
- 7Physical ability to stand, walk, climb, balance, stoop, kneel, crouch, and lift up to 50 lbs.
- 8Comfort working in warehouse environments with temperature variations.
- 9Ability to prioritize, multitask, and manage time effectively.
- 10Proven ability to work collaboratively with internal teams and external customers.
Salary Insight
$44 - $48k per year
Location
Required Skills
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