Summary:

The Customer Care Advisor is responsible for assisting customers with telephone and web orders while ensuring customer satisfaction and maintaining a positive image for the Company. This individual is expected to continuously grow their knowledge of all DHC products, pricing and information related to servicing customers. Maintaining a professional attitude and flexibility for change is essential.

Essential Duties and Responsibilities

• Assist customers with telephone and web orders as well as customer service calls, emails and chats, while maintaining a positive image for the Company.
  
• Responsibly manage attendance in order to minimize unplanned absences.
  
• Maintain an 80% Quality Assurance average.
  
• Actively participate in weekly coaching sessions and implement suggestions to improve performance and strengthen areas of opportunity.
  
• Consultative Selling which consists of asking open-ended/fact-finding questions, educating the customer, and ultimately provide an appropriate product recommendation that best fits the customers needs.
  
• Actions should contribute to the goal of achieving first call resolution and creating a positive customer experience that enhances brand loyalty.
  
• Take ownership and respond to customer concerns with empathy, understanding, and professionalism.
  
• Demonstrate good judgment and apply proper problem-solving skills to protect the customer experience journey.
  
• Provide assistance with website navigation and placing web orders.
• Display flexibility toward shifts according to staffing requirements, and occasionally work overtime as needed.
  
• Must be ready and available to answer calls and chats in a timely manner.
  
• Successfully complete training in the following areas: systems, processes, procedures and products.
  
• Complete offline tasks including but not limited to; missing payments, credit card discrepancies, returns and refunds, fraud protection, etc.
  
• Must be willing to embrace change and support the vision of the call center and the company.
  
• Perform additional job duties as assigned.