Customer Service Representative

Customer Service Representative

This Customer Service Representative (CSR) works under close supervision and follows specific procedures and detailed instructions in handling incoming and outgoing calls. The CSR will complete all data entry while actively communicating with the customer. Reviews input/output data to verify completeness, accuracy, and conformance to quality standards and specifications. Maintains production records. Classifies and codes data to be entered. Verifies, and identifies and corrects errors. Tracks documents received and completion dates in a log. Performs clerical and related office tasks as assigned, such as maintaining records of work received and work performed.

Handling incoming and outgoing calls with patience, tact, and courtesy.

Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.

Escalates calls to supervisor when necessary and appropriate.

Tracks call-related information for auditing and reporting purposes.

Provides feedback on call issues related to downtime and/or training issues.

Contribute positively to a work environment that is flexible, adaptable, and team based.

Provide, receive, and seek feedback in a positive manner to encourage team building.

Participate in the development and attainment of team and operational goals.

Be respectful and courteous.

Maintain a positive attitude about workloads and expectations.

Prioritize workloads to ensure timeliness and quality standards are met.

Qualifications

High school diploma or GED required.

3-months or more experience in a call center or customer service environment preferred. Previous experience with computers, phone systems, and headsets preferred.

Reading and Typing

Working knowledge of modern office procedures, methods, and computer equipment

Proficient in the use of Microsoft Office Products.

Ability to speak and read English clearly, professionally, and fluently.

Proficiency in languages other than English a plus

Excellent communication skills

Principles and practices of customer service.

Establish a good working relationship with team members and internal contacts, in order to maintain and continuously strive to improve the level of overall service being provided.

Good organizational skills and attention to detail.

Ability to comply with rules, regulations, laws, and methods as related to the position.

Work independently in the absence of immediate supervision.

Ability to handle and resolve recurring problems.

Successfully complete and pass the any client required trainings.