Integrated DNA Technologies

Customer Care Advocate

US-IA-Coralville
2 weeks ago
ID
2017-3526
# of Openings
1
Category
Customer Service
Shift/Schedule
MTWThF 10:00A-7:00P (United States of America)

Overview

The Customer Care Advocate provides professional customer service to IDT customers in regards to pricing and order inquiries. 

Responsibilities

Essential Functions:

  • Fields customer inquiries leading up to and after order placement to provide a positive customer experience.
  • Answers all customer inquiries received by phone, email and chat in a timely and thorough manner; documents these interactions in IDT’s Customer Relationship Management (CRM) database.
  • Utilizes sales and manufacturing databases for all IDT sales entities to provide informed order and shipment status updates.
  • Provides price quotes and/or account information upon request to ensure customers are able to make informed decisions regarding their purchase.
  • Reviews orders to screen for most common issues and clarifies any missing/unclear information.
  • Resolves complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem and expediting resolution to the customer’s satisfaction.
  • Provides administrative support for IDT’s sales team.
  • Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.
  • Performs other duties as assigned.

Qualifications

Education:

  • Associate’s degree with 2 years customer service experience required; Bachelor’s degree preferred.

Professional Experience:

  • Excellent computer skills that include Microsoft Office applications and proficiency in typing required. 

Other Job Qualifications

  • Ability to multitask and complete work with a sense of urgency.
  • Ability to effectively communicate, both orally and in writing, to customers and colleagues.
  • Ability to keep key personnel informed and up-to-date of imminent issues.
  • Ability to work independently or collaboratively in a group.
  • Ability to adjust rules and processes for individual situations as needed.
  • Ability to adjust to change in a quick paced environment.
  • Knowledge of customer service fundamentals.
  • Adaptability to performing a variety of duties, often changing from one task to another without loss of efficiency or composure.
  • Ability to maintain both a high standard of courtesy and cooperation in dealing with co-workers.
  • Adaptability to accepting responsibility for the direction, control or planning of an activity.

Physical Requirements:

Exert up to 10 lbs. of force occasionally and/or up to a minimal amount frequently

 

Integrated DNA Technologies is an equal employment and affirmative action employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

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