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Customer Care Associate

Flinn Scientific, the industry leader in enabling science teachers to educate young minds in both the US and Canada, is not simply seeking a customer service representative, but an energetic, helpful Customer Care Associate.? We are looking for the very best candidates who are dedicated to making a connection with our customers and providing them with excellent customer service at all times.? If you take pride in cultivating and nourishing relationships you have made with your customers then we want to talk with you!?


You will hold a critical role in our company by being part of a high-performing, service-oriented Customer Care team that has an impact on the growth of Flinn.? You will work closely with other ?go-getter? team members to educate and assist customers with consultative, soft sales skills and provide exceptional customer service.? You will have a direct influence and ability to make a difference within the science community as our organization continues to grow.?


Big Picture View


You will be responsible for troubleshooting questions from a diverse group of customers, through multiple channels including phone, live chat, and email.? Building sustainable customer relationships and trust by professional, open and interactive communication is at the center of this role.


The Customer Care Associate ? Day-to-Day:?




  • You will be responsible for quoting prices and shipping costs with the ability to negotiate terms per established guidelines in an effort to close the sale.


  • Provide Tier 1 support for general products, online applications, and website questions/issues, with appropriate solutions and alternatives to ensure an exceptional customer experience.


  • You will aim to resolve issues on the first interaction by being proactive in your approach.


  • Reinforce, communicate and review the purchase decision throughout the customer interaction.


  • You will ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction as measured by post contact customer surveys and call/chat evaluations obtained through chat transcripts or call monitoring.


  • Display product knowledge, identify hesitations, overcome objections for effective consultative soft selling.


  • Update CRM through all contact channels including phone, chat, email, orders as appropriate


  • You will process customer orders via multi-channels including phone, web, email, Live Chat and fax.


  • Exemplify professionalism, poise, diplomacy and respect with all internal and external customer interactions. Serve as liaison to various departments throughout Flinn, via multiple contact channels.


  • Perform other duties, both within, and outside of department as assigned or requested.



What You Bring to the Team




  • Tenacity, persistence and perseverance in order to tactfully eliminate and/or overcome roadblocks in an effort to deliver a superior customer experience, whether it be moving an order along in the process or resolving a customer request/issue.


  • Ability to adapt/respond to different types of customer interactions.


  • Strong phone handling skills using proper tone, pitch, volume and pace. Uses active listening skills to identify, analyze and solve problems.


  • Confidence in managing resistance, while maintaining control with ease, defusing sensitive customer issues into positive opportunities that are a win for both the customer and Flinn.


  • Ability to multi-task, prioritizes, and manages time effectively.


  • Working knowledge of Microsoft Office (Outlook, Word, Excel).


  • Excellent communication and presentation skills across all communication channels.


  • Integrity with customers and coworkers while representing our brand


  • Patience when working with others?



What You Are Good At and What?s Important To You




  • Business Acumen ? you are entrepreneurial minded; business operations excite you and you understand the impact of superior customer service on sales


  • Integrity ? you have high standards and expect the same from all others in the organization


  • You are an outstanding communicator; comfortable with communicating through various channels, phone, email, and Live Chat


  • Customer/Client Focus ? you are good at listening to what customers are saying and inquisitive as to their needs for science supplies


  • You are eager to solve problems for your customers and are solution focused


  • You are goal oriented, results-focused and a high achiever with an optimistic, ?can-do? attitude


  • You display effective time management and organizational skills and utilize available resources


  • You thrive in a collaborative, team-centric environment



What You Need to be Successful


Bachelor's degree (B. A.), or two-year Associates degree plus one year of relatable experience or equivalent years of customer service experience is preferred.


Culture is Important to Us and Should Be to You


The Flinn Scientific Mission, Philosophy and Values commit each one of us to build strong relationships with our customers and teammates.? These relationships are built upon a foundation of open communication, honesty, trust and respect.? We define the behaviors we will use to work with one another to achieve continuous improvement and growth in our roles, as well as in our relationships.? We believe that by embracing and practicing our core values, the culture created will push us forward in our ability to achieve both personal and company goals and make everyone?s experience at Flinn enjoyable.


Why Flinn Scientific?




  • Compensated with a competitive wage


  • Full benefits available


  • Flinn Gives Back! Every year we participate in philanthropy events/fundraisers for various charity organizations


  • Fun office events and celebrations



Flinn Scientific, Inc. is an EEO and ADA employer


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