FIFA (W2) CSR - 1700

Job Responsibilities

• Answer incoming calls from clients.
• Establish a designated work space, free from noise and distractions, to handle incoming phone calls.
• Troubleshoot technical issues related to products not working as expected.
• Provide customer relationship management tools to research inquiries, document customer interactions, and issue replacements.
• Receive and respond to inbound customer inquiries via phone, email, and text while updating internal computer applications and systems.
• Collaborate with management teams to stay updated on new products, services, and policies.
• Engage with clients in a friendly and professional manner while actively listening to their concerns.
• Offer support and solutions to customers in accordance with the company's customer service policies.
• Maintain required product knowledge to deliver best-in-class service.

Qualifications

• Excellent interpersonal and verbal skills, clear diction, tone, and knowledge/use of proper grammar.
• Prior customer service/troubleshooting experience preferred.
• Ability to explain complex, step-by-step processes to customers over the phone.
• Ability to multitask by reading, typing, and navigating through applications while speaking with customers.
• Able to communicate effectively with customers, management, and coworkers.
• Positive attitude and enthusiasm for work.
• Demonstrated skills as a team player.

Technology Requirements

• Minimum PC requirements: Dual Core 1.2 GHz or better, 4 GB of RAM minimum, 100 GB of total space, 40 GB of available space, Windows 10 Professional (No Macs or Chromebooks).
• Minimum monitor and accessory requirements: 1280 x 1024 (SXGA) screen resolution, 1920 x 1080 (Full HD or 1080p) resolution, USB headset with microphone, JPL TT3 Evo Binaural Headset (Headband + Boom), and camera compatible with Windows 10.
• Minimum software requirements: Latest version of Google Chrome for Windows.
• Minimum internet connectivity requirements: Standard connection, hard-wired connection, 25 Mbps download, 6 Mbps upload, maximum latency threshold of 120 milliseconds (ms).