Virginia Beach, VA
Jan 01, 2022
Feb 01, 2022
Administrative, Other
Full Time

Our client is seeking Customer Care Agents to join their organization. This position is responsible for responding to customer service needs and ensuring a prompt, appropriate, and satisfactory response to all requests. The Customer Care agent gathers and inputs data to track the service event and works with customers to resolve their problems over the phone. As appropriate, agents determine when it is appropriate to escalate to the Help Desk or to a field technician. Agents initiate follow up with customers to ensure full satisfaction with service.

This role requires vaccination and is working a hybrid in office- work from home schedule in Virginia Beach!

  • Take incoming calls, e-mails, fax and website contacts requesting assistance.
  • Accurately enter service and parts calls placed by phone, email, or web
  • Convey a high level of professionalism and efficiency to minimize customer anxiety and maximize customer loyalty
  • Perform data entry of information into various systems.
  • Respond to internal or external requests for service.
  • Research calls utilizing existing information, archived work orders, and interdepartmental interactions
  • Perform data reporting to internal and external customers
  • Perform follow-up of service requests or in general service performance to internal and external customers.
  • Ensure timely processing of all chargeable service work orders to the Billing Department
  • Understand and proactively think through a variety of types of service events.
  • Communicate with management and team leaders regarding call concerns

  • At least 1-year experience providing customer service in a phone or call center environment.
  • High School Diploma or GED
  • Ability to work and function efficiently and independently or in a team-oriented environment.
  • Ability to communicate effectively orally and in writing with customers, co-workers, other service providers, vendors and management.
  • Excellent organization skills.
  • Ability to multi-task
  • Ability to accurately enter service / supply calls
  • Ability to understand service call history and interpret next steps from that data
  • Ability to sit in a call center environment
  • Possess strong computer skills as it relates to typing accuracy and efficiency, internet research, use of email and instant messaging, Microsoft OneNote, Microsoft Office products (Word, Excel).
  • Possess exceptional customer service skills to include (but not limited to):
    • Strong Listening skills to the customer and understanding their problem
    • Being exceptionally courteous to the customer even if the customer is upset
    • Being aware of the customers' request or situation and any external factors that may be impacting the customers' business productivity
    • Being empathetic to the customer's situation
    • Help provide a warm, friendly environment to the customer and to co-workers to achieve the overall goal of the Care Center
  • Ability to sit for extended periods of time


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Qualified candidates should send their resume AND call Sparks Group for additional details. Please note, resume must include a valid email address in order to be considered. We look forward to discussing your background, your current job search, and your potential career path with Sparks Group!

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.