The Customer Service Representative position serves as a liaison between our company and our clients by handling inbound and outbound customer service calls, chat and written correspondence. A successful candidate will have excellent written and oral communication skills, be able to accept ownership for effectively solving customer issues and will keep customer satisfaction at the core of every decision and behavior.
Duties and Responsibilities:
Positive, Can Do attitude
Manage large amounts of inbound and outbound calls in a timely manner
Follow communication scripts when handling specific topics
Ability to quickly identify clients\u0026#39; needs and provide viable resolutions
Seize opportunities to present additional products and services to extend company value when they arise
Build sustainable relationships and engage customers by going the extra mile
Keep records of all conversations in our call center database at a comprehensible level
Support process change initiatives as directed by management
Frequently attend educational trainings to improve knowledge and performance level
Meet personal and team qualitative and quantitative targets
Responsible for maintaining KPI\u0026#39;s such as email and ticket response times
Ensure adherence to company policies and procedures
Minimum Requirements:
High School Diploma or equivalent
3 year minimum inbound/outbound call center experience
Outstanding verbal and written communication skills
Track Record of overachieving quota
Must be detail oriented
Ability to prioritize and multitask in a fast-paced environment
Proficient with Microsoft Office Suite
Competencies:
Customer Service - Manager difficult or emotional client situations with empathy and compassion; Respond promptly to client's needs; Solicit customer feedback to improve service levels; Respond timely to inquiries/requests for assistance; Meet commitments
Initiative - Volunteer readily; Undertake self-development activities; Ask for and offer help when needed; Take independent action where appropriate
Attendance - Consistently report to work on time/as scheduled; Ensure work responsibilities are covered when absent; Arrive to meetings and other appointments timely
Dependability - Follow instructions; Respond to leadership direction; Keep commitments
Professionalism - Approach others in a tactful and engaged manner; React well under pressure; Treat others with respect and consideration
