Customer Service Representative

Customer Service Representative

Provide customer support to consumers via telephone and / or Internet, e.g., instant messages, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing / payment. For product or service-related issues, will move customers to appropriate Product Support Specialist.

General Duties & Responsibilities :

• Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.
• Processes a high volume of consumer inquiries of our products and services and resolves a targeted percentage of those inquiries.
• Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.
• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.
• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.
• Updates customer information and ensures accurate entry of contact information.
• Meets standards of job, such as quality standards, adherence to schedule and average handle time.
• May provide guidance and / or mentoring to less experienced Customer Service Associates - Consumer.
• Other related duties assigned as needed.

Education Requirements :

High school diploma or GED

General Knowledge, Skills & Abilities :