Associate Customer Care Representative

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

The Associate Customer Care Representative at Rocket Software plays an integral role in our customer’s success. In this position, you will handle a variety of customer inquiries via phone and email, ranging in complexity and urgency. You will become a Subject Matter Expert of Rocket Community, with the expectation of educating and informing our customers on the benefits and features available to them. You will be an advocate for our customers requiring assistance, utilizing resources effectively, and making sound decisions to affect positive outcomes and resolutions.

Essential Duties & Responsibilities:

• Deliver outstanding customer service via phone and email, consistently displaying professionalism, empathy, a sense of urgency, and a genuine willingness to help.

• Independently process customer requests accurately and promptly, and escalate as appropriate.

• Ensure data accuracy and integrity by following established guidelines.

• Collaborate inter-departmentally to promote effective lines of communication that facilitate prompt responses and resolutions to customer requests.

• Maintain and build positive employee and customer relationships.

• Provide frequent feedback and suggestions to support an environment of continuous process improvement.

• Assume additional responsibilities, projects, and tasks as directed by management.

• Will be required to work HST or PST hours.

• Will be required to be on call weekends on a rotating basis.

• Will be required to cover other shift hours when required.

Experience & Qualifications:

• 1-2 years of related customer support or customer engagement experience

• Excellent customer service skills, (experience in a customer service position is preferred)

• Provide professional customer service even in the face of difficult client crisis

• Advanced written and verbal communication skills

• Great organizational, listening, and interpersonal skills – reassuring and self-assured in the face of difficult situations – demonstrated active listening and customer care

• Good research, planning, and problem-solving skills

• Basic computer and operating system knowledge

• Committed to Rocket’s core values of empathy, humanity, trust and love

Preferred Qualifications:

• Multilingual skills

• Previous experience using a salesforce or CRM application an advantage

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The base salary range for this role is $29,787.00 - $37,234.00 /year. Exact compensation may vary based on skills, experience, and location.

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What Rocket Software can offer you in USA:

• Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)

• Healthcare coverage options to fit you (and your family’s) needs

• Retirement savings, with matching contributions by Rocket Software

• Life and disability coverage

• Leadership and skills training opportunities

• Two paid work days for off-site training

EOE M/F/Vet/Disability.  Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.  If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to people@rocketsoftware.com.  We will make a determination on your request for reasonable accommodation on a case-by-case basis.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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