Customer Service Specialist
PPS-HPS
Job Description
Job Description
PPS is seeking a Customer Service Specialists to join our team in Phoenix. CS Specialists are the front-line and are the first point of contact for our customer's queries/concerns. To be successful in this role you must have a passion for providing first class Customer Service. The CS Specialist is a key role in the organization that drives our success; someone who needs a sense of purpose would be a great fit for this role.
Responsibilities and Duties
- Handle and direct incoming Phone Calls in assigned division.
- Manage customer inquiries via Phone, Email, and Freshdesk; Tickets are initiated in Freshdesk (Ticketing System) so experience in Freshdesk CRM is a plus (Not required).
- Respond and resolve Tickets within department SLA
- Become expert in entering orders using our EDI System
- Collaborate with colleagues and necessary departments to attain solution
- Act as backup for other divisions as necessary per Organizational needs.
- Perform data entry tasks for customer order fulfillment
- Respond to customer queries/complaints and submit claim/credit request on customers behalf
- Diligently identify and report ongoing concerns/issues to upper management for resolution
Qualifications
- High School Diploma/GED
- Customer service or any customer facing experience
- Must possess excellent communication and great problem-solving skills
- Must have adequate time management and ability to prioritize tasks
- Must be able to de-escalate an escalated matter
- Possess the capacity to express empathy
- No license or Certifications required to perform job duties
Vacancy posted a month ago
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