The Client Care Associate's primary role is to provide clients general assistance related to Optimum Wellness Plans, services, billing, and web support via telephony and electronic communication.
Description - External
Essential Responsibilities and Tasks
• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Resolve client problems by determining the cause of the issue, selecting and explaining the solution to the issue, and following up to ensure resolution.
• Recommend potential products or services by recognizing and analyzing client needs.
• Contribute to team effort by accomplishing related results (personal metrics).
• Manage high volume of incoming client requests via telephone, email, and web chat.
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• Other job duties as assigned.
Special Working Conditions:
• Ability to work at a computer for long periods of time.
• Project timelines and work volume / deadlines may often require more than 40 hours per week to complete essential duties of this job.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
• The noise level in the work environment is normally moderate.
• Environment where pets are present.
Experience, Education and/or Training:
• Associate's degree preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities. High School diploma/GED is required.
• Minimum of one year of relevant customer service and/or call center experience is required.
• Excellent communication skills.
• Ability to multi-task, prioritize, and manage time effectively
• Strong client contact handling skills and active listening.