Support Services Representative

Responsibilities

• Process of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat conversations.
• Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns.
• Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in Customer Relationship Management system.
• Understand and determine the cause of problems quickly and apply the proper solution.
• Review and process documents for compliance with established regulations.
• Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures.
• Solve technical problems with minimal supervision.
• Navigate a computer effectively and learn to use and support multiple web-based systems quickly.
• Provide accurate and complete information to meet customer needs and achieve satisfaction.
• Work with supervisor to stay updated on product knowledge and company policies and procedures, and effectively handle changes in any of these areas.
• Compile and report feedback on customer satisfaction.

Qualifications

• Undergraduate/associate degree or minimum two years of related work experience.
• Outstanding verbal and written communications skills.
• Strong analytical thinking and problem-solving skills.
• Well versed in Internet usage including various browsers, settings, and maintenance.
• Strong organizational and prioritization skills.
• Knowledge of payment processing and/or knowledge of financial reporting a plus.
• Willingness to define new operational processes or procedures when the customer service team must take on new operational duties.
• Works well with others in a team environment.
• Strong phone handling skills and active listening.
• Ability to multi-task, prioritize and manage time effectively.
• Exceptional communication and public relations skills with strong phone/email contact abilities.
• Active listener who can quickly discern customer’s needs.
• Preferred experience with month-end close, CDB billing, and invoice procedures.
• Maintains a positive attitude and effectively delivers a positive outlook/message in various circumstances.
• Demonstrates a polite, tactful, and friendly attitude, fostering a supportive work environment.