Customer Service Representative - Onsite

Customer Service Representative - Onsite Customer Service Representative - Onsite 1 week ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Dice is the leading career destination for tech experts at every stage of their careers. Our client, VIVA USA INC, is seeking the following. Apply via Dice today! Title: Customer Service Representative - Onsite Mandatory skills: Customer Service, Leverages Digital Communications, Masters Service Conversations, Navigates Customer Challenges, Strengthens Customer Connections, Builds Customer Loyalty, In-Depth Questioning, Compelling Sales Conversations, Service Into Sales, Builds Rapport, Knows the Buying Influences, Manages Buyer Indifference, product support inquiries, product information, service information, CRM system, customer retention, business development Description: Major Purpose: Responds, consults and provides information/solutions to channel partners/customers/Company personnel on complex product support inquiries on policies, issues and concerns to optimize customer satisfaction and retention. Requires in-depth analysis to unstructured situations and may require careful interpretation, analysis or diagnosis in order to provide unique solutions. Major Duties: Provide advanced product/service information and respond to basic customer questions about the product/service. Record and process custom/special customer orders, often dealing with ambiguous delivery expectations. Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints. Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities. Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements. Provide exceptional service to customers to encourage continued use of the organization's products/services. Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure. Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media. Skills, Abilities, Knowledge: Customer-Focused Approach Must Have Leverages Digital Communications with Customers - Must Have Understands Issues/Motivations Masters Service Conversations Navigates Customer Challenges Strengthens Customer Connections Builds Customer Loyalty In-Depth Questioning Initiates Compelling Sales Conversations Service Into Sales Builds Rapport Knows the Buying Influences Manages Buyer Indifference Education: Short-Cycle Tertiary Education Work Experience: Experienced practitioner able to work unsupervised (13 months to 3 years) Basic experience of coordinating the work of others (4 to 6 months) Notes: 100% onsite position Hours are Mon-Fri, flex start time: 7/8:00 4/5:00 VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions. Contact Details : VIVA USA INC. 3601 Algonquin Road, Suite 425 Rolling Meadows, IL 60008 Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Other Industries Software Development Referrals increase your chances of interviewing at Jobs via Dice by 2x Sign in to set job alerts for “Customer Service Representative” roles. 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