Customer Care Representative

Location: Downers Grove, Illinois, United States

reqId: CUSTO013441

Category: Other

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 Sr. Customer Care Manager and receives inbound Customer Service and Operator calls.

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 team’s 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, Stenograph’s 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. Stenograph’s 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.

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 Sr. Customer Care Manager 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 team’s 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 basic decisions according to established policy.
• Working knowledge of Microsoft Windows operating system and a thorough knowledge of word processing and spreadsheet software, specifically Microsoft Office Applications.
• Experience with ERP and CRM applications.
• Be available to perform these duties within the company’s defined business hours for customer service, 8 AM to 4:30 PM CST, working in-office in Downers Grove, IL. Hybrid work schedule, work from home Monday and Friday. In office Tuesday, Wednesday and Thursday.

Other Duties

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Hourly Wage: $21.00 per hour

Upon joining Stenograph, you will have access to multiple Medical and Dental options. Vision, Health Savings Account (HSA), Dependent Care FSA, Healthcare FSA, Voluntary Benefit Plans, 401(k), and Paid Time Off (PTO). Our benefit options start after 60 days of employment.

EOE M/F/D/V