Communication Specialist

Job Grade:
Non-Exempt Hourly

Department:
Contact Center

Reports To:
Operations Supervisor, Contact Center

Summary

The Communication Specialist reflects the voice of the brands we represent and serves the Speed Commerce mission and core values by assisting inbound customers, placing orders and providing answers to inquiries about products, services, procedures and policies.

Communication Specialist is responsible for building long term customer relationships, troubleshoots and resolves prescription issues according to established policy and procedure; answers inbound calls as needed; processes various documents and service tickets (cases and tasks), as well as enhancing sales opportunities through promotional programs, customer education, advocacy and support.

Flexibility during all operational hours, including nights and weekends, is required.

Job Overview:

We are seeking a highly motivated and organized individual to join our dynamic call center team as a Communication Specialist.

The ideal candidate will have excellent customer service skills and the ability to multitask efficiently while processing prescription orders for contact lenses.

The position requires an individual who is comfortable working in a fast-paced environment and has experience with handling customer inquiries via chat, phone and email.

Key Responsibilities:
Process prescriptions for contact lenses and eyeglasses accurately and in a timely manner.

Respond to customer inquiries via chat, phone and email, providing information on order status, product availability and general customer service inquiries.

Places orders, and answers inquiries regarding availability, timelines, pricing, promotions, returns, and exchanges.
Ensure customer satisfaction by providing timely, professional and accurate customer service.
Collaborate with other departments and team members to resolve customer complaints and issues.
Monitor and follow up on customer inquiries to ensure timely resolution.
Keep accurate and up-to-date records of customer interactions and transactions.
Meet performance metrics and targets set by the company.

Qualifications and Skills:
High school diploma or equivalent
Excellent communication and interpersonal skills with a strong customer-focused mindset.
Ability to multitask efficiently and prioritize tasks effectively.
Proficient in using computer systems, including Microsoft Office and call center software.
Ability to work in a fast-paced environment and maintain a positive and professional demeanor.
Educates customers with accurate information regarding product and service features and benefits, policies, procedures and order item status.

Acts as the voice of the customer recording and surfacing comments, complaints, ideas and suggestions which may lead to increasingly superior results.

Increases sales conversion by saving the sale, offering up-sells, cross-sells, add-on-or through other sales enhancement programs.

Meets productivity goals and call quality assurance standards on a monthly basis through adherence to the QA scorecard, Call Guide and partner mandatory scripting.

Meets adherence standards produced by workforce management.
Perform other duties as assigned.
Strong problem-solving skills and the ability to quickly identify and resolve customer issues.
Ability to work flexible hours, including weekends and evenings.

Utilizes the defined style, tone and unique brand voice and persona as reflected in all forms of written communication.

Utilizes Partner templates and standard responses wherever applicable; suggests changes or updates when necessary.
Utilizes best-in-class consumer communications practices as prescribed by the Written Communications Supervisor.

Utilizes employee training materials, standard operating procedures, charts and any other supplemental resources and documentation necessary to serve the customer comprehensively and with accuracy.

Remains flexible to changing communication type per volume and labor requirements.
Verify prescriptions through email, fax, and uploads.

Make outbound phone calls to doctor's offices to verify prescriptions over the phone and gather additional info necessary to fulfill order.

Salary and Benefits:
This is a full-time position with a competitive salary, health insurance, and a comprehensive benefits package. The company also offers opportunities for growth and advancement within the organization.

If you are a motivated individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

Please submit your resume and a cover letter highlighting your qualifications and experience.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.

Design - Generates creative solutions; demonstrates attention to detail.

Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.

Technical Skills - Pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.

Written Communication - Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Business Acumen - Understands business implications of decisions; displays orientation to profitability; aligns work with strategic goals.

Cost Consciousness - Conserves organizational resources.

Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment-free environment.

Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity.

Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; adapts strategy to changing conditions.

Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.

Motivation - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence.

Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.

Professionalism - Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Quantity - Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.

Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions; uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time; has the flexibility to work nights and weekends.

Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.

Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.

Qualifications -To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience - High school diploma or general education degree (GED); 6 months of sales and/or customer service experience is preferred.

Related experience and/or training; or equivalent combination of education and experience will be considered. Experience in a Contact Center environment is preferred.

Language Skills – Must have the ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability - Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills - To perform this job successfully, an individual should have knowledge of Sigma Commerce Order processing systems 1.0 & 1.5; Outlook, Excel Spreadsheet software and Word Processing software.

Must be able to type 20 WPM.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to handle, or feel and talk or hear.

The employee is occasionally required to reach with hands and arms; stand; walk; climb or balance and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Basic Pay 21,000 PHP
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