Answering Service Representative

Job Description

Job Description

This is NOT a remote position.

An answering service representative, or ASR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best ASRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk. Answering service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these ASRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. We are a small company and employ no more than 12 employees. We value our team members like they are part of the family.

This position requires prolonged periods of sitting, frequent use of a computer and telephone, and the ability to lift up to 10 pounds. Manual dexterity and clear verbal communication are essential.

MUST BE FLEXIBLE FOR SCHEDULING. MUST BE ABLE TO WORK AFTERNOONS (1000-1930), EVENINGS (1530-0000), WEEKENDS, AND HOLIDAYS.

Responsibilities

• Manage large amounts of incoming calls
• Type 45 wpm
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

Skills

• Ability to answer multi-line phone system.
• Proven customer support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively

Physical Requirements

• Must be able to sit for the majority of assigned shift.
• Must be able to left objects up to 10 lbs in a safe manner on occasion

Required

• Candidates must be at least 18 years old
• Must have H.S. Diploma/GED
• Must be legally authorized to work in the United States
• Must have reliable transportation
• Must pass a drug test
• Must pass a reference check