Client Care Representative (High volume Call center) (Kapolei, Hi)

Job Summary

The Client Care Representative's main responsibility is to provide superior customer service to new

and existing Access clients. (This is a high volume Call Center Environment paying $16.50)

Primary Functions:

 Answer telephones, forward callers, accept messages per SOP.

 Create client work orders from telephones, fax, and web users and from remote users.

 Assist clients with questions regarding order fulfillment, services available and general pricing

while providing superior client service.

 Provide inside sales support to all clients by providing details of offered services, pricing,

agreements, etc. per SOP.

 Notify Operations of changes that may affect service schedule

 Coordinate and process rush and emergency client container and file requests through Director

of Client Care or Transportation Coordinator.

 Regularly update service schedule reviewing daily with the Transportation Coordinator or

Director of Client Services.

 Complete database research on missing client containers, files, or tapes, and maintain client

contact per SOP.

 Communicate with Clients as needed for Call Backs as directed by the Operations Team or

SOP's.

 Assist or perform the vault processing as directed by the Director of Client Care.

 Process destruction and permout work orders per SOP.

 Complete client data entry per SOP.

 Complete importing of client data per SOP.

 Process requests for printed bar codes as needed and per SOP.

 Complete closing of work orders on a daily basis per SOP.

 Ensure all visitors are greeted, signed in and are given a badge per SOP.

 Complete filing of all work orders and management logs on a daily basis per SOP.

 Process incoming mail - Fed Ex, UPS, etc. on a daily basis.

 Assist or process as directed all levels of Client and/or Vendor invoices (Billing) by the timelines

set per the SOP.

Secondary Functions:

 Participate in safety and security drills.

 Know and understand defined role in the Company Disaster Recovery Plan.

 Notify direct supervisor of any issues related to your job.

 Follow proper escalation procedures per SOP.

Other Responsibilities:

 Comply with all company policies and procedures.

 Maintain knowledge of our industry and new regulations.

 Other duties as assigned by Supervisor.

Education and Years of Experience:

 High school diploma or equivalent required.

 Six months or more experience in a customer service environment or call center preferred.

Certifications, Licenses, Credentials:

 None

Knowledge, Skills and Abilities:

 Must have strong Windows based computer skills.

 Excellent listening skills.

 Strong negotiation skills.

 Strong oral and written communication skills (must possess grammatically correct English skills).

 Must be flexible and friendly under pressure.

 Must have excellent attention to detail.

 Ability to work collaboratively in a team environment.

 Ability to problem solve.

 Ability to multi-task with a strong attention to detail.

 Ability to deliver outstanding customer service.

 Ability to adapt to a fast-paced environment.

 Ability to demonstrate continuous employment/work history.

Physical Requirements (lifting etc.):

 Periodic lifting of 20 to 60 lbs.

 Periodic scanning of materials.

 Overhead reaching.

 Bending and stretching.

 Routine pushing and pulling.

All qualified applicants will receive consideration for employment. EEO/AA/Minorities/Females/Disabled/Vets