About The Job
The Customer Service Representative I is
responsible for ensuring customer satisfaction in areas of order taking,
warranty issues, and general information/support. Will interact with customers to provide information in
response to inquiries about products and services and to handle and resolve
complaints.
Duties &
Responsibilities Required:
- Call Center- Confer with customers by telephone or in person to
provide information about products and services, to take or enter orders,
cancel accounts, or to obtain details of complaints.
- Respond
to Webex mail.
- Enter miscellaneous
individual orders.
- Keep records of customer interactions and
transactions, recording details of inquiries, complaints, and comments, as
well as actions taken.
- Check to ensure that appropriate changes were
made to resolve customers' problems.
- Within predetermined limits, relay charges
for services requested, collect deposits or payments, or arrange for
billing.
- Refer unresolved customer grievances to
designated departments for further investigation.
- Contact customers to respond to inquiries or
to notify them of claim investigation results and any planned adjustments.
- Resolve customers' service or billing
complaints by performing activities such as exchanging merchandise,
refunding money, and adjusting bills.
- Compare disputed merchandise with original
requisitions and information from invoices, and prepare invoices for
returned goods.
- Obtain and examine all relevant information
to assess validity of complaints and to determine possible causes, such as
extreme weather conditions that could increase utility bills.
- Respond
to and resolve escalated customer issues (by phone) in a timely an appropriate
manner.
- Establish
and maintain positive rapport with a network of customers.
- Assist
Inside Sales Associates if orders begin stacking up on department.
- Other
duties as assigned.
Education
and Experience Required:
- 1+
years experience in a high-volume call center
- Bilingual
(English/Spanish) preferred.
Skills Required:
- Strong
data entry and computer skills
- Excellent
communication skills
- Detail-oriented
- Good
phone etiquette
- Ability
to work with difficult customers on the phone
Click here to apply for the job.