Title: Customer Care Provider

Reports To: Director of Customer Experience

EEO Category: Professionals

Job Summary

While upholding PDI Core Values, work within the Customer Care Team to provide organized, prompt, and professional care to our family of customers, directly and through support of fellow team members. These processes may be done through various forms of verbal and written communication.

Customer Care Provider

A professional, efficient, and well-organized team player to perform front line communications with our customers through telephone, e-mail, online, and personal interaction. Including but not limited to the following tasks:

• Front line telephone queue responsibilities sharing first-hand knowledge of products, services, and on-going campaigns.
• Maintain and monitor client accounts within OMS (Order Management System).
• Maintain first-hand knowledge of products, services, and ongoing campaigns and opportunities
• Data entry and attention to details with clear documentation.
• Ability to follow through and completely address the clients’ needs and concerns, employing one call resolutions whenever possible.
• Timely responses to all e-mail inquiries - within 24 hours of receipt.
• Process online orders, reaching out to clients as needed to share valuable insight and education on products and compatibility.
• Following all guidelines and procedures regarding processing orders. Ensuring various facets of compliance is met.
• Have knowledge of basic accounting procedures.
• Ability to work closely with production team to ensure timely processing of all orders.

• Processing daily closings, monthly statements and other functions as needed.
• Assisting in any/all customer needs.

Knowledge, Skills & Abilities

• Enhanced Call Control – the ability to ensure customer calls are efficient yet balanced with gaining pertinent information necessary to properly serve the customer.
• Ability to work well with others
• Able to use computer programs such as Excel, Evernote, and Word with ease
• Clear written and verbal communication skills
• Excellent listening skills
• Patience
• Outgoing personality with the ability to maintain composure in stressful situations
• Effective in time management, adapting accordingly to business demands
• Flexible and able to revise daily schedule to meet customer and business needs

Accountabilities

• Learn products, processes, service policies, and the research/science behind Pneu-Dart products
• Learn Pneu-Dart’s operating system (OMS) and supporting systems with the ability to navigate the programs quickly and efficiently.
• Work closely with existing Team Members to grow and document Standard Work Practices and Procedures.

Education & Experience

• High School equivalency required
• Associates degree in business administration or the equivalent in experience preferred
• 2-4 years in customer service, call center or similar experience

Mental & Physical Requirements

• Able to work in an office environment
• Able to sit for most of an 8-hour shift
• Ability to keyboard continuously throughout the shift
• Ability to use phone and headset to answer and make calls
• Ability to clearly communicate verbally and in writing

During the term of employment, the Team Member shall perform duties for the Company as are commensurate with the position she/he holds and shall be reasonably required, by their immediate supervisor, to work more than 40 hours per work week at times.

Compensation & Benefit Considerations

Pneu-Dart Inc. is a privately owned company that offers competitive wages, a clean work environment, excellent benefits including health insurance, contributing 401(k), and an Associate Team Incentive Plan. PDI offers all Team Members a positive and family-centered work environment.

Job Type: Full-time

Pay: $30,589.17 - $40,464.30 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Williamsport, PA 17701: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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