Customer Service Representative

Job Overview

Job Description

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