Job Information
Century Linen & Uniform Inc Customer & Operations Specialist in Somerville, Massachusetts
Job Summary:
As the front line of Century's customer care organization, the Customer & Operations Specialist plays a pivotal role. This position involves effectively managing phone calls, voicemails, and emails from both external and internal customers across Century. Additionally, this role provides essential administrative support to plant leadership.
Essential Functions:
Deliver Exceptional Customer Experience: The Customer & Operations Specialist consistently upholds the Century's customer experience strategy by taking ownership of customer cases. This entails delivering an experience that aligns with the established service vision, standards, and values for all Century customers.
Handling Customer Interactions: Handling calls, emails, and messages from Century's diverse customer base, the Specialist excels in addressing customer issues. This includes not only clarifying concerns but also conducting research, locating pertinent information, and providing resolution through collaboration with plant personnel or through proper case escalation.
Swift Resolution: A priority is placed on promptly resolving escalated/open cases within the Specialist's respective plant and cases initiated by them. They actively support Customer Relationship Managers (CRMs) by meticulously entering customer visit details into salesforce.com.
Adhere to Quality Standards: By strictly adhering to customer care policies and quality requirements, the Specialist ensures consistency and excellence in service delivery.
Database Management: The Specialist maintains the customer database, accurately entering and updating customer and case information.
Continuous Learning: Embracing a commitment to growth, the Specialist stays current with evolving products, processes, and policies, contributing to their own expertise and enhancing customer interactions.
Equipment Maintenance: Responsible for keeping department-specific equipment in optimal working condition, the Specialist follows established procedures and promptly reports any malfunctions.
Administrative Support: In addition to their primary responsibilities, the Specialist provides essential administrative assistance to the plant. This includes tasks such as safety-related matters, reception duties, and general support to plant management.
HR Generalist Back-up: On occasions when the Plant HR Generalist is unavailable due to vacation or sick leave, the Specialist steps in as a capable back-up.
Assigned Duties: The Specialist takes on other assigned duties as required, contributing flexibly to the operational needs of the team and organization.
Requirements:
Preferred associate degree: A preferred qualification, an associate degree demonstrates the Specialist's commitment to education and professional growth.
Plant Experience: Prior experience within a plant environment is preferred, fostering a deeper understanding of operational dynamics.
Previous Call Center Experience: Possessing previous experience in a call center environment equips the Specialist with valuable skills for effective customer interaction.
Bilingual Proficiency: Proficiency in bilingual communication (English/Spanish or Haiti Creole) facilitates seamless interaction with our diverse customer base.
Supervisory Responsibilities:
N/A
Travel Required:
N/A
Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Regularly required to sit for extended periods while using a computer system.
Use hands and fingers for typing, handling documents, and operating a computer.
Frequently required to reach with hands and arms to access materials and equipment.
Occasionally required to stand, walk, and move within the office environment.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Office environment with prolonged exposure to computer screens.
Limited exposure to outdoor weather conditions.
The noise level is typically low to moderate.
Note: This job description is not an employment agreement or contract, nor is it designed to contain a definitive listing of activities, duties, or responsibilities required of the employee.
Century Linen is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. If you’d like to view a copy of the company’s affirmative action plan or policy statement, or you have a disability and you believe you need reasonable accommodation in order to search for a job opening or to submit an online application, please call 617-702-8429. This number is exclusively to assist disabled job seekers whose disability prevents them from being able to apply online. Only messages left for this purpose will be returned. Equal Opportunity Employer Veterans/Disabled.