Customer Care Representative – j3s6pd6yjj-5085

This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/12201650

The Company

Stenograph LLC is a world leader in the legal transcription industry
with a legacy of excellence spanning 85 years, serving a global
clientele. Stenograph is at the forefront of legal transcription
innovation providing a comprehensive suite of cutting-edge technology
designed to empower legal and transcription professionals. Our teams
extensive knowledge, experience, and dedication have earned us the
reputation as a trusted industry leader. To help us achieve this, we
surround ourselves with creative and empowered team members who
exemplify our core values of customer focus, quality, continuous
learning, commitment, and collaboration.

Stenograph offers the most advanced stenographic machines and
computer-aided transcription software for the unique technology needs
required by court reporters and captioners. In addition, Stenographs
custom-built automatic speech recognition technology and productivity
solutions are designed to benefit all stakeholders of the deposition and
legal industry, including digital reporters, transcriptionists, and
agencies. We are uniquely positioned as the only provider of a complete
end-to-end integrated solution, providing our customers with tools and
solutions to capture and produce an accurate verbatim transcript. Our
team also provides training materials and professional development
courses, that provide our customers with the tools and expertise needed
to thrive in the fast-paced industry. Stenographs support, commitment,
and advocacy have solidified our position as a respected industry
leader.

Stenograph is owned by The Heico Companies, LLC, and is a certified
Woman-owned Business Enterprise (WBE). For over 40 years, The Heico
Companies has delivered sustainability to their businesses while
maintaining their entrepreneurial spirit. They now have over 9,000
employees and over 78 operating companies on 5 continents and generate
more than $3.3 billion dollars in revenue. The Heico Companies believe
that great, game-changing ideas can come from anyone, anywhere in our
organization.

The Position

The Customer Care Representative is responsible for ensuring quality,
friendly, and prompt resolutions to maintain a high level of customer
satisfaction. S/he will satisfy external and internal customer concerns
by processing orders, collecting payments, clarifying information,
correcting billing issues, and tracking shipments using resources within
all internal departments and external sources while appropriately
documenting in Stenograph databases. The position reports to the
Customer Care Team Lead and receives inbound Customer Service and
Operator calls.

Job Description

Primary Responsibilities

– Respond to internal and external customer concerns received via call
center, writing, email, social media, etc. regarding order status,
quality of product, billing issues, and company policies.
– Document all activities, conversations, and commitments regarding
customers in Navision.
– Operator duties include routing incoming calls to the appropriate
party.
– Minimize length of calls while efficiently providing quality and
friendly service and effectively contributing to telephone coverage
for external and internal customers.
– Process/Audit orders and contracts entered on the Stenograph website
and internally.
– Maintain corporate database(s) with updated information.
– Ability to understand and interpret customer scenarios, how they
impact the database, and how to resolve effectively to best serve
the customer and Stenograph.
– Administrative support for the District Sales Managers.

Financial and Operational Tasks

– Assist customers by tracking and rerouting shipments through Federal
Express, approve returns and issue authorization numbers to
customers, assist customers with replacement product(s), identify
patterns of frequent returns and replacements.
– Issue price adjustments and refunds.
– Understanding of company policy and the ability to communicate to
internal and external customers.
– Database maintenance and corrections.
– Process credit cards and checks.
– Enforce past-due and collections policies.
– Apply payments, manage account reconciliations, and collection
follow-up.

Team Management

– Work collaboratively with their direct peers as well as with
departments throughout the company.
– Contribute to teams success by communicating information verbally,
electronically, and through database documentation.
– Ability to manage time and the urgency of priorities within their
job responsibilities which may be variable depending on the time of
day and time of month.

Qualifications

High school graduate or equivalent with at least three years of related
experience.

A knowledge of general office practices and procedures, good writing and
problem-solving skills.

Ability to communicate effectively verbally, and the capability to make
basi