Customer Service Representative

 

Job title

Customer Service Representative

Reports to

Team Lead

Job purpose

 A Customer Service Representative (CSR), will act as a liaison, provide service information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. A CSR should genuinely be excited to help customers. Remaining patient, empathetic, and passionately communicative. Customer Service Representatives can put themselves in their customers’ shoes and advocate for them when necessary. A CSR is confident at troubleshooting and investigating if they don’t have enough information to resolve customer complaints.

 The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Duties and responsibilities

• Manage large amounts of incoming calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information by using the right methods/tools.
• Meet personal/customer service team targets and call handling quotas.
• Maintains customer records by updating account information.
• Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents in back end notes.
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers. 
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Contributes to team effort by accomplishing related results as needed.

*It is essential to the job function to be present every day of work.*

Competencies

• Communication Proficiency;
• Typing;
• Data Entry Skills;
• Attention to Detail;
• Team Player with High Level of Dedication;
• Organizational Skills;
• Ability to Work Under Strict Deadlines;
• Performance Management;
• Confidentiality;
• Thoroughness;
• Problem Solving/Analysis;
• Technical Capacity;
• High Energy  

Qualifications

Due to the nature of this position it will be imperative certain qualifications are met to attract new business and retain current clientele.  

Qualifications include:

• Pass a Drug Test;
• Pass a Background check.
• High School Diploma or Equivalent;

Preferred Education and Experience:

• Associate Degree
• Customer Service Experience in a call center setting

Working conditions This job operates in a call center office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. 

 Working conditions may alter depending on the vast and varied task(s) assigned. In general, individuals filling this position will work the majority time inside an office environment. Individuals must have the ability to work with exemplary attendance Monday-Friday and Saturday’s as scheduled. Work schedule may vary based upon a mutual arrangement between an employee and supervisor.