JOB SUMMARY / GENERAL DESCRIPTION:
This position is responsible for achieving customer satisfaction with accurate, timely, and consistent information, as well as offering effective solutions to both internal and external customer issues. This position provides reliable communications to customers resulting in strong business relationships. This position also handles more complex customers and situations. In addition, cases will be escalated from other Customer Service Representatives to this position for resolution.
SCHEDULE: Tues-Fri, 8:30am-5pm and Sat 8:30am-1:30pm
ESSENTIAL JOB FUNCTIONS / PRINCIPAL ACCOUNTABILITIES:
Other duties may be assigned. A teammate in this position must have the ability to:
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
A teammate in this position must have:
WORKING CONDITIONS: Office environment.
This position is responsible for achieving customer satisfaction with accurate, timely, and consistent information, as well as offering effective solutions to both internal and external customer issues. This position provides reliable communications to customers resulting in strong business relationships. This position also handles more complex customers and situations. In addition, cases will be escalated from other Customer Service Representatives to this position for resolution.
SCHEDULE: Tues-Fri, 8:30am-5pm and Sat 8:30am-1:30pm
ESSENTIAL JOB FUNCTIONS / PRINCIPAL ACCOUNTABILITIES:
Other duties may be assigned. A teammate in this position must have the ability to:
- Monitor customer reporting: communicate critical issues and handle wider scope of customers and complex customer situations.
- Manage customer requests for assistance, information, and issue resolution. Handle escalated calls from other teammates.
- Provide accurate and consistent responses to customer concerns and questions. Take immediate action to ensure customer needs are met.
- Maintain regular communication with customers and customer service teammates.
- Train teammates on customer service tools and applications.
- Assist manager with written procedures and training of new CSRs.
- Maintain customer files.
- Perform other duties as needed or assigned by supervisor.
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
A teammate in this position must have:
- High School Diploma or GED.
- Ability to type 45 wpm and perform 10-key by touch.
- Excellent verbal and written communication skills, and organization and planning skills.
- Experience with Microsoft office applications and proficient using Excel.
- Ability to prioritize pending tasks in a logical manner.
- Ability to learn quickly, retain information, communicate effectively, and meet deadlines.
- Ability to make autonomous decisions that will benefit both the company and the customer.
- Extensive internal system knowledge, as well as an understanding of overall business structure and customer base.
WORKING CONDITIONS: Office environment.
