Customer Care Rep

The purpose of this job description is to provide a guide by which you and the management at GTS Distribution may measure your progress and ability to meet our commitments. The following should be considered an outline of your responsibilities and duties as an employee of GTS Distribution not a detailed description of how all tasks should be completed. POSITION SUMMARY The Customer Care Representative is responsible for new customer pre-screening and serving as an additional contact point for external sources, existing or new. Additionally, the Customer Care Representative may provide administrative support for the following departments: Sales Account Support. This includes but is not limited to data entry, filing, administrative duties, compiling reports, and other support functions. ESSENTIAL FUNCTIONSProvide introductory information to new customers Monitor and manage Customer Care Ticketing System Evaluate pre-screening parameters for new customers Approve/decline new customer pre-screening forms. Determining the quickest, most effective ways to answer a client's or customer's questions Escalating queries and concerns Troubleshooting common issues with a product or service Working with the Sales team, Account Support and other departments to find appropriate solutions Manage large amounts of incoming phone calls Identify and assess customers' needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Meet personal/customer care team objectives Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Follow communication procedures, guidelines and policies Utilizes office appliances such as photocopier, printers etc. and computers for word processing and spreadsheet creation. Processes and prepares documents as requested. Maintain files and records so they remain updated and easily accessible. May sort and distribute incoming mail and prepare outgoing mail (envelopes, packages, etc.) Establishes good working relationship with other team members, co-workers, managers, executives and vendors. Foster positive communications and relationships with team members, customers and others across the Company. Maintain a basic understanding of product knowledge. Keeping up to date on industry trends and developments. Adhere to Company policies and procedures. Actively participate in meetings as requested. Maintains confidentiality. Other duties as assigned. QUALIFICATIONS Prior Customer Care/Service experience preferred. Proven customer support experience or experience as a Client Service Representative Track record of over-achieving quota Strong phone contact handling skills and active listening Familiarity with CRM systems and practices Customer orientation and ability to adapt/respond to different types of characters Excellent communication and presentation skills Ability to multi-task, prioritize, and manage time effectively High school diploma Excellent phone skills Experience working in an office setting. Must have basic knowledge of office procedures and basic accounting principles. Proficient with MS Office Suite. Must be able to work independently. Ability to be courteous, helpful and responsive with customers (internal and external if necessary, as well as vendors). Must show aptitude and desire to learn new skills on the job. Able to manage multiple projects, tasks and/or competing deadlines at once, as well as manage assigned tasks from multiple managers. PHYSICAL REQUIREMENTSAbility to work in a constant state of alertness and safe manner. Occasional standing, walking, and lifting (less than 10 pounds). This position is primarily a sedentary role that requires continual sitting / working at a computer or desk area for extended periods of time. Must be able to use a computer and see color. Must be able to hear and communicate verbally with end-users via the telephone. Must have the ability to multi-task. Environment is a basic office environment and/or telecommuting.

Created: 2026-04-11