Customer Service Representative

divh2Customer Service Representative/h2pThe Customer Service Representative is responsible for answering merchant inquiries in a high-volume, fast paced call center environment. They are required to meet/exceed merchant expectations and maintain an excellent image for the company. By leveraging probing questions and effective listening skills, the Customer Service Representative will provide superior customer service via phone, e-mail, and fax. This position is required to handle all forms of telephone etiquette such as: call transfers, message taking, call backs, holds, interruptions, and unintentional disconnects. The position will display the highest degree of professionalism and courtesy when speaking with and supporting all customers./pulliAnswer inbound customer calls professionally while providing prompt, accurate information; route calls to appropriate departments/employees/liliMeet statistical requirements for the shift and maintain an acceptable call quality monitor score/liliEducate customers regarding various company products/services/liliHandle and resolve customer escalations in a proficient, competent manner; follow up on customer issues when necessary/liliResearch a variety of inquiries using all available tools, systems and resources/liliEnter, update and confirm customer data in iWorkflow/liliAdditional responsibilities as assigned or requested/li/ulpExperience/Requirements/pulliBachelors Degree or equivalent industry experience/liliKnowledge of the Payment Card Industry a plus/liliCustomer service/call center experience, telephone etiquette, company policies/procedures/liliKnowledge with Outlook, Excel, and relevant computer applications/systems/liliExcellent written and verbal communication skills/liliGood data entry and keyboard skills/liliKnowledge of administration and clerical processes/li/ul/div