The Client Care Associate’s primary role is to provide clients general assistance related to Optimum Wellness Plans, services, billing, and web support via telephony and electronic communication.

Description - External

Essential Responsibilities and Tasks

· Live and exemplify the Five Principles of Mars, Inc. within self and team.

· Resolve client problems by determining the cause of the issue, selecting and explaining the solution to the issue, and following up to ensure resolution.

· Recommend potential products or services by recognizing and analyzing client needs.

· Contribute to team effort by accomplishing related results (personal metrics).

· Manage high volume of incoming client requests via telephone, email, and web chat.

· Other job duties as assigned.

Special Working Conditions:

· Ability to work at a computer for long periods of time.

· Project timelines and work volume / deadlines may often require more than 40 hours per week to complete essential duties of this job.

· Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.

· Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.

· Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.

· Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.

· The noise level in the work environment is normally moderate.

· Environment where pets are present.

Experience, Education and/or Training:

· Associate’s degree preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities. High School diploma/GED is required.

· Minimum of one year of relevant customer service and/or call center experience is required.

· Excellent communication skills.

· Ability to multi-task, prioritize, and manage time effectively

· Strong client contact handling skills and active listening.