Call Center / Customer Service IV

Call Center / Customer Service IV

Job Location: Nashville, TN

Job Duration: 6 Months on W2

Job Description:

Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.

Responsibilities include determining the client's issue, offer possible solutions or providing follow-up as needed.

May be inbound, outbound or a combination of both.

Typically has a High School diploma and customer service or call center experience. Skills include accurate documentation and excellent interpersonal and communication skills.

Education/Experience:

High School Diploma or GED required

2-3 years customer service-related experience required.

Responsibility level:

Exercises independent judgment with minimal direction from supervisor.

Skills:

Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills (Required)

Strong ability to work independently and manage ones time (Required)

Strong ability to accurately document and record customer/client information (Required) Strong leadership and mentoring skills necessary to provide support and constructive performance feedback (Typically required)

Previous experience with computer applications, such as Microsoft Word and PowerPoint (Required)

Major Job Duties and Responsibilities:

Approve the resolution of customers service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.

Act as escalation point for clients/customers.

Approve the referral of unresolved customer grievances to designated departments for further investigation.

Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.

Solicit sale of new or additional services or products.

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