Customer Service Representative

JOB SUMMARY

Performs routine customer service phone support to client specific needs. Work is performed under regular supervision.

JOB RESPONSIBILITIES

Responds to requests and calls from customers related to client specific programs and products

Identifies and responds to customer’s needs based on designated procedures of account/client

Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients

Escalates calls to supervisor when necessary and appropriate

Responds to requests for assistance and/or possible processing of credit card authorizations

Tracks call related information of each call received for auditing and reporting purposes

Provides feedback reports on call issues related to downtime and/or training issues

OTHER RELATED DUTIES

Escalates calls to supervisor when necessary and appropriate

Maintains and updates customer information as necessary

Provides support and assistance as needed

Up-sells to customer upgrades as necessary

May perform other client specific duties as necessary and required by program/account

Other duties as assigned

JOB REQUIREMENTS

Minimum Education and Experience:

High School Diploma or GED required; graduation from a college with an Associate’s degree preferred

Customer service experience

Phone related customer service

Familiarity with Microsoft Windows, Word, and Excel applications

May require client specific bilingual language requirement, as necessary

Knowledge, Skills and Abilities:

Knowledge of product/procedures

Ability to use phone and computer systems

Customer service skills

Strong interpersonal skills

Excellent oral and written communication skills

Strong listening/comprehension skills

Ability to stay composed and objective

Patience/empathetic

Mental Acuity

Conversational

Confident/Assertive

Demonstrate a positive attitude