Senior Customer Care Specialist (PCGS)

Join PCGS as a Senior Customer Care Specialist, where you'll handle specialized customer inquiries, escalations, and claims support. This full-time, onsite position in Jersey City, NJ, requires excellent communication skills and a strong customer service background. Enjoy benefits such as employee discounts, a 401(K) matching plan, health insurance, paid time off, and flexible hours.

• Handle specialized customer inquiries, escalations, and claims support for the PCGS contact center through various communication channels.
• Provide timely responses to customer inquiries over the phone while meeting standard call center metrics, and resolve concerns received from customers via written correspondence.
• Participate in outbound call campaigns to retain and engage customers, and attend trade shows as a company representative to assist in order processing with submissions.

• Familiarity with standard concepts, practices, and procedures within our particular field
• Fluent in English. Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence
• Excellent oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings
• Google Docs, Ring Central, Salesforce, Slack preferred
• Fluency in other written and spoken languages is a plus
• Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments, earns praise from customers
• Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone’s efforts to succeed
• Responds to customer letters, emails, social media posts, Live Chat and message board posts in a professional, clear manner
• Associates Degree or equivalent preferred and/or 4+ years of customer service/hospitality/retail experience (call center or contact center experience preferred)
• Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things
• Ability to understand and relay company policies and procedures
• Identifies and resolves problems in a timely manner; works well in group problem solving situations
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
• Sitting or Standing: Ability to sit or stand for extended periods of time
• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions
• Hand Use: Regular hand use for various tasks