Contract Customer Service Rep

Essential Duties and Responsibilities

• Serve clients via telephone, email, chat or face-to-face interaction.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep detailed records of customer interactions within CRM (Salesforce).
• Answer inquiries by clarifying client needs; researching, locating, and providing answers to inquiries, fulfilling requests; maintaining database to record activities.
• Resolve problems by clarifying issues with other departments, escalating unresolved concerns to department management.
• Deescalate interactions with clients and maintain a peaceful work environment.
• Research and analyze processes to assure quality control, communicate process discrepancies with department manager.

Qualifications

• Ability to type and operate standard office equipment.
• Follow instructions, communication procedures, guidelines and policies.
• Meticulous and thorough with a strong attention to detail.
• Good time management skills and ability to multitask.
• Good telephone and listening skills.
• Good oral and written communication skills.
• Good problem-solving skills.
• Good data entry and proofreading skills.
• Basic knowledge of Microsoft Office Suite (Word, Excel, Outlook).