Customer Service Representative
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Job Description
Customer Service Representative resolving customer inquiries and requests in a service environment. Engaging via web, email, or phone while tracking issues and maintaining logs.
Responsibilities:
- Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
- Verifies contacts and account information.
- Examines customer problems and implements appropriate corrective action to respond to customer requests.
- Escalates queries/requests for action as appropriate to Supervisor and/or appropriate party/field locations for immediate action.
- Maintains and creates logs, reports, records, and files.
- Investigates, coordinates, and tracks a wide range of customer issues and problems.
- Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.
- May interface with offshore call center to answer questions on process or specialized situations.
- May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
- May do order fulfillment. Receive orders, reconcile information, update systems, and follow up with customers.
Requirements:
- High School diploma or equivalent required
- Generally, has 2+ years of generally related customer service experience
- General knowledge of assigned area’s products and customer service activities.
- Proficient MS Office skills
- Must be able to navigate a computerized data entry system or other relevant applications.
- Strong verbal and written skills
- Customer Service skill including adaptability, attention to detail, patience, and problem solving.
Benefits:
- medical
- dental
- vision
- 401k
- PTO/paid sick leave
- employee stock purchase plan
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