Customer Care Specialist - (Webster, NY)

Description: Using a computerized system, responds to customer inquiries in a call center environment. May perform 1 or more of the following\: Responds to telephone inquiries and complaints using standard scripts and procedures. Gathers info, researches/resolves inquiries and logs customer calls. Communicates appropriate options for resolution in a timely manner. Informs customers about services available and assesses customer needs. Provides functional guidance, training and assistance to lower level staff. Provides assistance, training and troubleshooting support to lower level staff. Schedules work to ensures accurate phone coverage monitors priority of calls and shifts escalated calls to assure resolution to problems. Prepares standard reports to track workload, response time and quality of input. Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness. All other duties as assigned.