Customer Support Rep

Primary Duties & Responsibilities

• Manages large amounts of incoming calls while following Fullbay communication procedures, guidelines and policies.
• Generates sales leads.
• Takes the extra mile to engage customers by identifying and assessing customers’ needs to achieve satisfaction.
• Buils sustainable relationships and trust with customer accounts through open and interactive communication.
• Sures excellent service standards, responds efficiently to customer inquiries and maintain high customer satisfaction.
• Completes expectations of position in order to meet established personal/customer service team sales targets and call handling quotas.
• Handles customer feedback and complaints, provides appropriate solutions and alternatives within the time limits; follow to ensure resolution.
• Troubleshoots and investigates if there is not enough information to resolve customer complaints.
• Keeps records of customer interactions, process customer accounts and file documents.
• Performs other duties as assigned.

Minimum Education & Work Experience

• A High School Degree or equivalent.
• Two (2) Years of prior customer support work experience or experience working as a Client Service Representative or related position.

Key Skills And Qualifications

• Strong computer skills and experience with MS Office Products (Word, Excel, Powerpoint) and Google Suite.
• Familiarity with CRM systems and practice.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening skills.
• Excellent communication (both verbal and written) and presentation skills.
• Customer service focussed with the ability to adapt/respond to different types of characters.
• Troublesolving and problem solving ability.
• Strong interpersonal skills and able to demonstrate patience, empathy, and ability to be passionately communicative.
• Able to multitask, prioritize, and manage time effectively.
• Proficiency with 10-key typing and data entry.

Physical Demands And Work Environment

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone).
• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
• Noise level in the work environment is usually moderate.
• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.