Service Representative Customer

KK

KARRIE KIDD

adttlp@r.postjobfree.com 614-***-**** Mount Vernon, OH 43050

Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Report creation

Credit card payment processing

Report generation

Route management

Safelite Auto Glass Columbus, OH

CSR 2 Inbound and Outbound

08/2020 - Current

File insurance claims and schedule customers for repair or replacement, Documented customer correspondence in CRM to track requests, problems and solutions.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

Upheld quality control policies and procedures to increase customer satisfaction.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Audited customer account information to identify issues and develop solutions.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Processed documentation and troubleshot discrepancies to build client rapport.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Answered incoming telephone calls to provide store, products and services information.

Made outbound calls to obtain account information. Answered inbound calls, chats and emails to facilitate customer service. Answered customer questions and addressed concerns resulting in reduction in customer complaints.

Trained new employees on procedures and policies to maximize team performance.

Trained new hires on products and services, best practices and protocols to reduce process gaps.

De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Float to EDI callback center to assist with warranty and verification of coverage issues.

Summary

Skills

Experience

Itm Marketing Coshocton, OH

CSR

06/2018 - 08/2020

Assisted with Small Business administration loans, Educated customers on special pricing opportunities and company offerings. Documented customer correspondence in CRM to track requests, problems and solutions.

Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.

Assisted customers with making payments or establishing payment plans to bring accounts current.

Fielded customer complaints and queries, fast-tracking them for problem resolution.

Upheld quality control policies and procedures to increase customer satisfaction.

Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions. Audited customer account information to identify issues and develop solutions.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Consulted with customers to resolve service and billing issues. Processed documentation and troubleshot discrepancies to build client rapport.

Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

Made outbound calls to obtain account information. Answered incoming telephone calls to provide store, products and services information.

Explained benefits, features and recommendations to maximize client retention.

Answered inbound calls, chats and emails to facilitate customer service. Set up and activated customer accounts.

Answered customer questions and addressed concerns resulting in reduction in customer complaints.

Upheld privacy and security requirements for customer information. Organized client contracts, records, reports and agendas to strengthen traceability.

Knox County Career Center Mount Vernon, OH

Associate of Science

05/2006

Education and Training

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