Customer Service Representative

Description

The Customer Service Representative is responsible for answering incoming customer calls and providing exceptional customer service in an effort to build customer satisfaction and loyalty. A summary of this position’s requirements follow below:

• Ability to effectively communicate including written and verbal skills.
• Listening skills required to interface with customers, within and outside the company.
• Knowledge of the following:
  • Industry terminology
  • Organizational procedures
• Ability to maintain a service-oriented and professional working environment.

Responsibilities

• Answer inbound calls and document customer requests.
• Handle incoming/outgoing mail, email, faxes and/or any other type of correspondence from customers.
• Provide superior customer service and strive for one-call resolution of customer issues.
• Provide problem- resolution regarding service issues on an as needed basis.
• Place outbound calls in a follow- up queue for future resolution.
• Record each contact into the computer system for tracking purposes and monitor resolution.
• Work closely with other departments to assist customers and resolve issues.
• Recognize, document, and alert the Supervisor of trends in customer communication.
• Maintain minimum quality standards in both account maintenance accuracy and call monitoring expectations.
• Maintain minimum standard of schedule adherence.

Work on special projects and other duties as assigned.  

Requirements

• High School Diploma or GED
• Two or more years of Customer Service experience in a call center environment
• Strong communication and telephone skills
• Ability to understand and interpret policy provisions and benefits
• Computer skills and a working knowledge of the Microsoft Office Suite
• Ability to prioritize tasks
• Positive attitude

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