Work at Purchasing Power

Position:  Contract Customer Care Specialist 

Location:  Atlanta/Hybrid work model

Who Are We:  Purchasing Power (corp.purchasingpower.com)

We are an Atlanta-based voluntary benefit company offering an industry-leading employee purchase program for brand-name consumer products, online education services and travel offerings through convenient payroll deduction, helping employees achieve financial flexibility.

The Opportunity:  The Contract Customer Care Specialist is critical to our organization’s commitment to providing great service to our customers to maintain their trust.  This position assists in uncovering opportunities in our processes and offering recommendations in resolving customer concerns in an accurate and timely manner. This position will work cross-functionally to effectively identify any service-related issues, while balancing both the needs of the customer and the business. The Contract Customer Care Specialist supports service recovery initiatives through three focus areas: research, service, and operations. They are tasked with following the escalations paths designed to regulate efficiencies in each respective workflow which in turn will increase customer satisfaction.

What You Will Do:

• Effectively research, and resolve customer issues via multiple work queues (including Social Media sites) in a courteous and timely manner

• Determine the root cause of customer complaints and provide appropriate corrective actions following the provided escalations paths for resolution

• Serve as liaison between customer support team, management, and customer to improve customer service and business productivity

• Share customer feedback on needed enhancements to business processes and work environment to help improve program offerings

• Assist in the development, testing, and communication of operational policies and procedures

• Follow customer service programs and strategies to provide outstanding service

• Document routine customer correspondence for future reference purposes

• Assist in training and mentoring new peers on customer support and department guidelines 

The Experience You Will Bring:

• High School Diploma

•  3+ years of experience in advance customer support on a Tier 2 level

• Advance level computer skills with basic Microsoft Office Suite (Word, Excel, Outlook)

• Strong verbal and written communications and interpersonal skills

• Customer focused with the ability to work effectively and professionally with customers

• Problem solving skills, resourceful and effective in making decisions with strong attention to detail

• Ability to work independently in high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers

• Team player within department, company and network

• Regular, consistent, and punctual attendance

• Must be able to work variable schedule(s) and overtime as necessary

What We Stand For:

• We act with intensity, urgency and a passion for supporting our customers and growing our business.  We strive for excellence.
• We hold ourselves accountable and expect it of each other.  We attack problems with a positive “can do” attitude.  We do what we say we’ll do.
• We deliver as one team, working together with integrity, respect, trust, transparency, and fun.  We are better because we work here.
• We believe our unique diversity and authenticity makes us a better company, allows us to be our best selves and is a competitive advantage.
• We exhibit innate curiosity and creativity to innovate and reimagine how things can be done.  We ask, is there a better way?

Purchasing Power is an equal opportunity employer. At Purchasing Power, we make all employment decisions, which include hiring, promoting, transferring, demoting, evaluating, compensating and separating, without regard to sex, sexual orientation, gender identity, race, color, religion, age, national origin, pregnancy, citizenship, disability, service in the uniform services, or any other classification protected by federal, state or local law.