Customer Care Associate

Why join us?

We're on a mission to empower people with disabilities to do what they once did or never thought possible. As the world-leader in assistive communication solutions, we empower our customers to express themselves, connect with the world, and live richer lives.

At Tobii Dynavox, you can grow your career within a dynamic, global company that has a clear, impactful purpose - with the flexibility to also do what truly matters to you outside of work. What's more, you'll be part of a work culture where collaboration is the norm and individuality is welcomed.

As a member of our team, you'll have the power to make it happen. You'll solve challenges, deliver solutions and develop new, efficient processes that make a direct impact on our customers' lives.

JOB SUMMARY:

The Customer Care Associate's primary responsibility is taking care of our customers when they contact us for assistance. This includes providing guidance for our line of Tobii Dynavox products by taking incoming calls, emails, and chats to answer questions and resolve issues.

KEY RESPONSIBILITIES/COMPETENCIES:

• Handles incoming calls in a call center, resolves customer issues, works with other departments to get answers, and routes customers to the correct area
• Provides email and chat support for customers as well as other departments
• Shares common questions they are receiving in team meetings that require a call transfer so that additional training can be arranged
• Salesforce management including the entry of accounts, contacts, return orders, repair orders, extended warranties, etc.

• Using internal and web-based systems to identify, research, and resolve customer inquiries regarding orders, repairs, returns, and undeliverable shipments

• Order management including return and repair processing
• Creates new customer accounts and updates/maintains existing customer account information
• Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution
• Mastering in-depth knowledge of our evolving industry, line of products, and services
• Assists Customer Experience team when they have a backlog or need help

• Other duties as assigned

MIMIMUM QUALIFICATIONS:

EDUCATION / EXPERIENCE REQUIREMENTS:

• Associate degree or 2-4 years of customer service experience
• 1 year of Salesforce experience preferred

COMMUNICATION SKILLS:

• Clear, concise, and articulate written and spoken communication
• Strong interpersonal/rapport building skills
• Ability to communicate with all levels within the organization
• Ability to work cooperatively as a member of a team
• Demonstrated ability to discern issues and concerns of customers (internal and external)
• Ability to remain calm and focused while communicating in a stressful environment
• Problem-Solving
• Listening/Phone Skills

COMPUTER SKILLS:

• MS Office Suite (Excel, Outlook, Word)
• Ability to work/train in multiple customer service management systems (Great Plains)
• Salesforce experience is preferred

OTHER SKILLS/REQUIREMENTS:

• Good organizational abilities
• Detail oriented
• Multi-tasking
• Highly efficient in CRM (Salesforce) management

WORK ENVIRONMENT REQUIREMENTS:

• Ability to be part of a cohesive team environment
• Willingness to help others on the team when required
• Ability to work with interruptions
• Ability to keep up in a fast-paced work setting

Apply today!

We believe in empowering individuals - including our own employees - to reach their full potential. So, if you want to change lives while growing your own career, we'd love to hear from you.