The Customer Service Representative is a key member of our team and is responsible for providing exceptional customer service in fielding inbound questions, inquiries and/or information. This position will be responsible for managing customer contacts via one or more communication channels such as email, phone and/or chat.
This role requires strong listening skills as well as effective verbal and written communication skills and communication skills, answers questions, and has the ability to troubleshoot and de-escalate customer issues while accessing information from a variety of systems and references, seeking to achieve the best solution. This position requires, a positive and solutions-oriented attitude, and the ability to effectively utilize a computer and headset.
Strong attendance habits
Friendly and professional phone etiquette, expressing gratitude for customer participation
Demonstrate excellent verbal and written communication
Answer questions and resolve issues based on phone calls, emails, internet inquiries from members, clients and others, while maintaining consistent quality
De-escalate customer issues and provide step-by-step solutions via phone, email and chat
Accurately process and record call transactions using a computer and designated tracking software and update customer information, ensuring data integrity
Educate customers on applicable self-service options
Demonstrate excellent time management skills, prioritizing and handling multiple tasks at the same time
Assist in preparation of daily, weekly or monthly reports
Serve as a resource and effectively interact with all team members in order to resolve customers’ needs
Special projects and other duties as assigned
Experience and Skills High school diploma or GED required
Open availability
One (1) or more years of customer service preferred
Eager to continue to grow and develop skills and talents
Prior call center experience preferred
Strong verbal and written communication, including grammar and a 35 WPM typing speed minimum
Strong organizational skills with the ability to multi-task
Learn and navigate software and computer use
Pass several skills tests
Adaptable to an ever-changing environment
Ability to use a computer and headset
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