Customer Service Representative

Description

The Customer Service Representative may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand  the reason for their call, address all questions or complaints, and provide an accurate and efficient  response. To be a successful Customer Service representative, you should be customer-focused, detail  oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.  

Duties and responsibilities  

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.   

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.   

• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.   

• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.   

• Building lasting relationships with clients and other contact center team members based on trust and reliability.   

• Utilizing software, databases, scripts, and tools appropriately.   

• Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service.   

• Making sales or recommendations for products or services that may better suit client needs.   

• Taking part in training and other learning opportunities to expand knowledge of company and position.  

 • Adhering to all company policies and procedures.   

• Other duties as assigned   

Skills and Qualifications   

• High school diploma or equivalent.   

• More education or experience may be preferred.   

• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.   

• Understanding of company products, services, and policies.   

• Proficiency with computers, especially with CRM software, and strong typing skills.  

• Ability to ask prying questions and diffuse tense situations.   

• Strong time management and decision-making skills.   

• Adaptability and accountability.   

• Fluency in multiple languages may be desired.   

Working conditions   

• This job operates in a professional office environment. 

This role routinely uses standard office  equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. Candidate may opt to work from home and must provide reliable internet connections at all scheduled work times.   

• Must be able to remain in a stationary position 90%+ of the time.   

• Constantly communicate with customers and coworkers by means of telephone, email, chat, and other computer use. Must be able to exchange accurate and clear information in these situations.  

•Constantly operates office productivity machinery such as a telephone, headset, computer keyboard, mouse, scanner, printer, and calculator.  

• Constantly assessing the accuracy, neatness, and thoroughness of the work assigned. 

Please note this job is a seasonal position to support the Customer Support Team for a period of 6 months.