Job title Customer Service Representative Reports to Team Lead Job purpose A Customer Service Representative (CSR), will act as a liaison, provide service information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
A CSR should genuinely be excited to help customers.
Remaining patient, empathetic, and passionately communicative.
Customer Service Representatives can put themselves in their customers’ shoes and advocate for them when necessary.
A CSR is confident at troubleshooting and investigating if they don’t have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Duties and responsibilities Manage large amounts of incoming calls.
Identify and assess customers’ needs to achieve satisfaction.
Build sustainable relationships and trust with customer accounts through open and interactive communication.
Provide accurate, valid and complete information by using the right methods/tools.
Meet personal/customer service team targets and call handling quotas.
Maintains customer records by updating account information.
Handle customer complaints, provide appropriate solutions and alternatives; follow up to ensure resolution.
Keep records of customer interactions, process customer accounts and file documents in back end notes.
Follow communication procedures, guidelines and policies.
Take the extra mile to engage customers. Recommends potential products or services to management by collecting customer information and analyzing customer needs.
Customer Service Representative • Morrisville, NC, US
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