Customer Service Representative (225-1003)

A Customer Service Representative plays a crucial role in maintaining customer satisfaction and ensuring the seamless delivery of services. This professional is the first point of contact for customers, handling inquiries, addressing complaints, and assisting with any service-related issues. They are responsible for building strong relationships with customers by providing efficient and agile support through various communication channels, such as telephone, email, live chat, and in-person interactions. Equipped with excellent communication skills and a comprehensive understanding of the company's products and services, a Customer Service Representative ensures that customers feel valued and heard. They also work collaboratively with other team members and departments to escalate concerns and achieve swift and satisfactory resolutions, thereby enhancing overall customer loyalty and retention.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and live chat services.
• Address and resolve customer issues or complaints efficiently and professionally.
• Maintain a comprehensive understanding of the company's products and services.
• Document and report technical issues and customer feedback to relevant departments.
• Provide accurate and complete information by using the right methods and tools.
• Keep detailed records of customer interactions, transactions, and comments.
• Identify and assess customers’ needs to achieve satisfaction and maintain loyalty.
• Provide troubleshooting and technical support advice to customers when required.
• Follow communication guidelines, policies, and procedures during customer interactions.
• Collaborate with team members to improve customer service and reach performance goals.
• Upsell additional products or services during the interaction where appropriate.
• Participate in training sessions to improve knowledge and technical skills.

Requirements

• High school diploma or equivalent; college degree preferred but not required.
• Proven customer support experience or experience as a Client Service Representative.
• Strong phone, verbal communication, and active listening skills required.
• Familiarity with CRM systems and practices highly desired in candidates.
• Customer orientation and ability to adapt and respond to different scenarios.
• Excellent interpersonal skills and a background in service-oriented roles.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.