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