Customer Service Specialist

Customer Service Specialist

Applies acquired knowledge of industry, organization, services, and policies to provide efficient and courteous customer service by telephone and/or personal contact. Ensures services are provided in a courteous manner by observing customer service standards, established by management.

Essential responsibilities include, and are not limited to:

Customer Service Specialist:

• Answers the telephone or greets the customer.
• Provides prompt and correct information about collections, rates, billing, and account status.
• Addresses customer questions and resolves complaints through a combination of telephone service, computer data entry, billing, balancing and reconciling customer payments.
• Communicates with customers, peers, supervisors and managers, and representatives from other departments about current customer service standards and service options.
• Maintains appropriate records, prepares requested reports and performs related word processing, data entry and/or clerical duties.
• Expedites communications and services between customers and co-workers (within or without) immediate subsidiary by radio, in person, or through written communications to coordinate services, records, and account status.
• Participates in training related to customer service work processes, procedures, skills and safety to ensure optimum customer service.

Qualifications:

Any combination of education and experience that would likely provide the required knowledge, skills and abilities is qualifying. A typical way to qualify is:

Education and Experience:

• High School Diploma or GED preferred.
• Two years related experience and/or training in office or public contact work.

Requirements:

Key Results Area:

Customer Service Representative:

• Calls answered within 12 seconds of ringing.
• Available in the assigned cue for 7.5 hours per day
• Speak clearly, pleasantly, and not rushed
• Answer with a smile

• Listen to the customer's issue and provide possible solutions to the customer's problem
• Execute on what we say we will do; Create customer issues and send them to the correct managers; Follow up if necessary; Make sure and return the customer's call if the customer was told they would receive a call.

• Update customer information
• Create customer accounts, sites, and services correctly

• District managers are copied on repeat service issues or trending issues in a geographic area.

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