Tier I Customer Service Representative

Tier I Customer Service Representative

Job Category: Operations Requisition Number: TIERI005144

Job Purpose: Tier 1 Solutions Center Representative will handle incoming customer calls and provide detailed initial troubleshooting and problem resolution. Responsible for accurately gathering information, generating, and documenting the ticket within the Salesforce tracking case system.

Essential Duties:

• Responsible for customer request and incident reports processing.
• Provide the necessary preliminary information for escalation to the Tier 2 Associates as needed.
• Assist in executing and/or managing special projects for the department.
• Build customer relationships with the support center.
• Respond to all inquiries and issues in a consistently efficient, professional, and accurate manner while offering the highest level of service to all customers. Meet productivity requirements based on business needs.
• Proficiency in utilizing company systems and products.
• Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers.
• Take on additional special projects, as necessary.
• Document all customer correspondence.
• Maintain project status log.
• Perform other related duties as assigned or required.

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills
• Ability to interface with internal and external partners and to manage projects is required.
• Strong organizational and time management skills
• Ability to work on many projects simultaneously.
• Ability to set priorities and work independently with strong initiative.
• Must take initiative, ownership and accountability for business and react quickly with a strong sense of urgency.
• Ability to make sound decisions with minimal guidelines.
• Proficiency with Microsoft CRM, Word, PowerPoint, and Excel

Minimum Qualifications:

• High school diploma or GED
• Previous experience involving customer contact, technical support, or customer relations

Preferred Qualifications:

• Associate degree in related field of study
• 1 year of previous Technical support/ Help-desk experience
• Previous call center experience

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally, this position may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $16.54- $18.85 per hr
• Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc. (if applicable)
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

Aventiv Privacy Policy:

Equal Employment Policy: Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.