Customer Support Representative

The Customer Service Representative is a key member of our team and is responsible for providing exceptional customer service in fielding inbound questions, inquiries and / or information. This position will be responsible for managing customer contacts via one or more communication channels such as email, phone and / or chat.

This role requires strong listening skills as well as effective verbal and written communication skills and communication skills, answers questions, and has the ability to troubleshoot and de-escalate customer issues while accessing information from a variety of systems and references, seeking to achieve the best solution. This position requires, a positive and solutions-oriented attitude, and the ability to effectively utilize a computer and headset.

Strong attendance habits

Friendly and professional phone etiquette, expressing gratitude for customer participation

Demonstrate excellent verbal and written communication

Answer questions and resolve issues based on phone calls, emails, internet inquiries from members, clients and others, while maintaining consistent quality

De-escalate customer issues and provide step-by-step solutions via phone, email and chat

Accurately process and record call transactions using a computer and designated tracking software and update customer information, ensuring data integrity

Educate customers on applicable self-service options

Demonstrate excellent time management skills, prioritizing and handling multiple tasks at the same time

Assist in preparation of daily, weekly or monthly reports

Serve as a resource and effectively interact with all team members in order to resolve customers needs

Special projects and other duties as assigned

Experience and Skills

High school diploma or GED required

Open availability

One (1) or more years of customer service preferred

Eager to continue to grow and develop skills and talents

Prior call center experience preferred

Strong verbal and written communication, including grammar and a 35 WPM typing speed minimum

Strong organizational skills with the ability to multi-task

Learn and navigate software and computer use

Pass several skills tests

Adaptable to an ever-changing environment

Ability to use a computer and headset

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