Customer Care Representative

Job Summary:

The Customer Care Representative serves as the primary point of contact for customers, addressing inquiries, resolving issues, and ensuring a positive service experience. They play a key role in building customer satisfaction and loyalty by providing timely, accurate, and professional support. The Customer Care Representative acts as a customer liaison for inbound/outbound customer inquiries/disputes via email, chat, or phone calls.

Why Messer?

Messer is the world's largest privately held industrial gases company and what we do matters because it is woven into every part of life, from the medical gases that patients rely on to the essential elements needed to safely and sustainably produce the goods our communities depend on.

The true strength of Messer is our people-at every level and in every role.

Join us and take pride in the impact you will make by providing solutions essential to our world and lives. Reach your highest potential at our stable, inclusive company with diverse opportunities in a growing industry, supported by people who care.

Messer stands apart because we put what matters first, and you matter.

Principal Responsibilities:

• Respond promptly and professionally to customer inquiries, ensuring timely resolution and a positive customer experience.
• Primary resolver of first contact resolution cases and provide immediate solution to customers.
• Initiate and ensure cases are being processed through case management tool and providing follow up on NFCR (Non-First Contact Solution Cases) to customers
• Contributing to quality calls, email, chat, and online support of our customer experience though our customer contact center Genesys Phone Cloud System.
• Updating and maintaining purchase orders for customers
• Actively promoting and informing customers of our digital alternatives such as e-POD, e-Billing, NSC Online and Customer Portal
• Maintaining Customer Contact information for digital services such as e-Billing, and e-POD
• Own the end-to-end process on behalf of customer, quarterback resolution/escalation

Required Skills:

• Customer Focus
• Professional oral and written communication
• Critical thinking and problem-solving skills
• Able to Multi-Task
• Excellent phone skills and etiquette
• Proficient in PowerPoint, Excel, Word, Outlook, Teams, etc.
• Experience with SAP and Salesforce highly desired

Basic Qualifications:

• High School Diploma, college degree preferred
• Minimum 1 year of customer service or administration experience that demonstrates active listening skills, customer facing responsibilities, ability to multi-task, uses problem solving skills to anticipate customer needs, and exhibits a dedication to the customer experience.

The hourly range for this position is $24-$33 . Messer provides medical, dental, vision, short term disability, life insurance and paid time off as well as other voluntary benefits, such as, long term disability in accordance with the terms and conditions of these Plans. Employees are eligible to enroll in Messer's 401(k) Plan. Employees may be eligible to participate in the company's bonus program.

About Messer:

Messer's safety culture, commitment to providing dependable supply and innovative gas technology solutions help customers unlock opportunities to be safer, more sustainable, more productive and more efficient, so their business thrives. We nurture lasting, meaningful relationships with customers, our communities, and with one another.

We offer comprehensive benefits and appreciable pay, with steady schedules and opportunities for ongoing training and career progression. We prioritize and invest in our people at every level of our organization - the dedication, knowledge, customer focus and entrepreneurial spirit of our employees is what make Messer refreshingly different.

If you need assistance with the application or would like to request accommodation, call (877) 243-1030.