Customer Service Representative

Customer Service RepresentativeThe 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.Answer inbound customer calls professionally while providing prompt, accurate information; route calls to appropriate departments/employeesMeet statistical requirements for the shift and maintain an acceptable call quality monitor scoreEducate customers regarding various company products/servicesHandle and resolve customer escalations in a proficient, competent manner; follow up on customer issues when necessaryResearch a variety of inquiries using all available tools, systems and resourcesEnter, update and confirm customer data in iWorkflowAdditional responsibilities as assigned or requestedExperience/RequirementsBachelor's Degree or equivalent industry experienceKnowledge of the Payment Card Industry a plusCustomer service/call center experience, telephone etiquette, company policies/proceduresKnowledge with Outlook, Excel, and relevant computer applications/systemsExcellent written and verbal communication skillsGood data entry and keyboard skillsKnowledge of administration and clerical processes