Customer service
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POSITION SUMMARY
As a Customer Service Agent, you will be responsible for caring for a group of clients that rely on you as their support resource. You will use critical thinking skills and resourcefulness to help your clients resolve a variety of requests and/or technical issues. You will interact with your clients by phone and email in accordance with our client’s standard of service.
ESSENTIAL FUNCTIONS & RESPONSIBILITIES
· Take ownership of clients and work diligently to resolve customer’s technical issues, complaints and questions and provide outstanding service.
· Efficiently and effectively manage client accounts, maintain all required records, promptly address any issues as they arise and keep management informed.
· Answer phones professionally and respond promptly to various inquiries with care and urgency, using available resources.
· Handle customer service situations and challenging calls with confident knowledge and patience, ensuring customers’ needs are met and they are satisfied with the level of service provided.
· Accurately and efficiently process information and complete tasks in a timely manner.
· Promptly troubleshoot mobile applications, including Bluetooth connectivity, and provide excellent and knowledgeable support to get the customer back in service.
· Consistently demonstrate the company’s core values, purpose and vision to the customer to ensure they know that we appreciate their business and value their time.
· Effectively use skills to be aware of any special requirements that a customer may have regarding communication and be sensitive to those needs while providing superior and prompt support.
· Be an excellent and professional liaison for the company and our client to the customer.
· Communicate effectively, positively and respectfully with customers, clients and co-workers at all times and in all matters.
· Maintain a high level of punctuality and have consistent and reliable attendance standards.
· Maintain and protect company and client information and always use strict confidentiality.
· Perform other duties as assigned.
QUALIFICATIONS
· 1 - 2 years Contact Center experience is preferred, but not required
· High school diploma or GED is required.
· Must have basic computer skills. Microsoft Office knowledge is a plus.
· Excellent customer service skills in both written and verbal communication is essential.
· Must be able to compose professional correspondence without requiring additional training.
· Must have the ability to use problem-solving and critical thinking skills.