Customer Service Representative

Job Title: Customer Service Representative

Location: Plano, TX

Pay Rate: $27.24 per hour

Schedule: Fully on-site, Monday thru Friday 8:00AM to 5:00PM (hours may vary)

Staffmark Total Talent Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices and appliances located in Plano, TX.

Customer Service Representative

Top Skills:

• Call center experience
• Claims Management
• Insurance or Adjuster background huge plus

Summary:

The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Responsibilities:

• Customer Experience Management – Analyze end-to-end processes that customers experience and participate in providing suitable resolutions accordingly and in controlled & monitored turnaround time for each action of customer claim process
• Quality Management – Monitor and review customer calls/tickets for customer care quality control, carry out activities to secure quality competitiveness of our company and customers
• Maintains and improves operational quality by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
• Identify/resolve bottleneck of customer care status and resolve with internal/external stakeholders (HQ, BPO, PI, etc.).
• Manage inbound packages and inventory transfer/shipment requests (CE/MX)
• Track & manage service tracking to ensure swift service procedures and rapid follow up on completed service tickets and give feedback to stakeholders for immediate action on needed items
• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Solicit sale of new or additional services or products.

Requirements:

• Bachelors degree strongly preferred
• 5-7 years customer service related experience required.
• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
• Ability to work independently and manage one’s time.
• Ability to accurately document and record customer/client information.
• Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Staffmark talent working with this client receive competitive compensation and a great benefits package!

Benefits Include:

• Medical
• Dental
• Vision
• 401k
• Paid Time Off, + more!