Customer Care - Call Center Representative

Customer Care Call Center Representative

Location : Bridgewater, NJ

Type of Position : 6 months with possible transition to permanent role for the ideal candidate

Schedule : Hybrid / In office Tuesday, Wednesday & Thursday

Hours : 8 : 00am - 5 : 00pm Monday through Friday

Pay : $23.00 per hour

Start Date : Immediate

As a Customer Care Agent, you will play a vital role in our commitment to delivering outstanding support to our customers and consumers. This position entails not only the effective resolution of consumer inquiries and complaints but also involves thorough documentation and classification of product complaints in accordance with regulatory guidelines specific to North America. Your responsibilities include actively engaging with customers or consumers to understand their concerns, ensuring that each complaint is processed efficiently and accurately, while maintaining a high standard of customer service. You will work closely with various teams to ensure that we uphold our mission of quality and responsiveness, ultimately fostering a positive experience for our consumers and reinforcing their trust in our brand.

Responsibilities

Receive inbound activity through phone, mail, email or chat and respond accurately, promptly and efficiently. Communicate professionally with consumer inquiries / complaints by composing written documentation and choosing the appropriate letter to acknowledge receipt of complaints and, when appropriate, provide resolution updates; achieve department metrics and standards.

Demonstrate a high level of entry and accuracy while processing product inquiry or complaint information.

Enter consumer information and document the nature of the call into the designated complaint management system. Classify product complaint according to the Standard Operating Procedures (SOP) in a highly accurate and timely manner.

Escalate critical and reportable complaints to Quality and Pharmacovigilance teams to initiate an investigation.

First Point Person for issues escalated by Customer Service (if issue is consumer related and not account specific).

Qualifications

Excellent communication skills (verbal, phone and written); including high level of proficiency in letter composition.

High level of proficiency managing multiple systems.

Strong organizational skills.

Ability to handle multiple tasks and use good judgment during pressure situations in a fast-paced environment.

Demonstrates a high level of aptitude managing multiple computer applications.

Collaborates effectively in a small team environment and can work independently when needed.

Acts with urgency to bring resolution to consumer questions / concerns; take accountability for individual performance and overall contribution to the team.

Experience

High school diploma required

One year customer service experience on phone required

Experience with the following computer applications : Genesys (telephony system), Salesforce (CRM), Microsoft Office a plus

Once you apply, you'll proceed to next steps if your skills and experience look like a good fit. But don't worryeven if this position doesn't work out, you're still in our network. That means all of our recruiters will have access to your profile, expanding your opportunities even more.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

About Kelly Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world.

Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your lifejust ask the 300,000 people we employ each year. Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.