Customer Service Representative

Responsibilities

• Answers inbound customer service calls, responds to customer emails and surveys.
• Resolves customer service concerns to determine root cause of the concern.
• Escalates customer issues requiring extensive problem solving.
• Uses saved training and current offers to retain customers at every opportunity.
• Updates and maintains customer database with accurate customer information and timely data entry.
• Upsells services to existing customers based on customer needs.
• Provides resolution and timely follow-up with the customers.
• Communicates customer impacting trends and/or ideas for improvement to manager.
• Makes outbound calls to internal and external customers to schedule applications and/or service calls.

Requirements

• High school diploma or general education degree (GED); or up to one-year related experience and/or training, or an equivalent combination of education and experience
• Ace degree from a two-year college or technical school preferred
• Customer service skills and ability to address with complaints and resolve conflict in a professional and decisive manner
• Telemarketing and sales skills to up-sell products and services to meet customer needs
• Written and verbal communication skills for professional business interactions
• Computer skills with Microsoft Office application (Word, Excel, Outlook, PowerPoint) as well as familiarity with social media software applications
• Ability to learn and apply general knowledge of the company, products and services
• Accuracy and attention to detail
• Mathematical skills to calculate (add, subtract, multiply, and divide) in all units of measure, using whole numbers and decimals to determine rate, ratio, and percent
• Organizational and time management skills, including punctuality for on-time attendance
• The ability to talk and type simultaneously when interacting with customers
• Regularly Required To Sit, stand and walk
• Use hands and arms to handle, feel or reach
• Speak and hear
• Occasionally Required To Lift or move up to 25 lbs.
• Stoop, kneel, crouch or crawl

Benefits

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Noise level Low to moderate.

Pay

Details about pay are not specified in the job description.

Schedule

Details about the schedule are not specified in the job description.

Qualifications

Education and experience requirements are detailed above.

Skills

Skills required for the job are detailed above.

Benefits

The company is committed to Diversity and Inclusion and is an Equal Opportunity/Affirmative Action Employer. Details about benefits are not specified in the job description.