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.