The Client Service Representative (CSR) is responsible for inbound and outbound calls and emails from customers and clients. The CSR will answer questions, help customers register, resolve concerns for clients and customers. Successful CSR’s will be an advocate of the client and will provide an experience that exceeds the expectation of the person with whom they are interacting. CSR should have an outgoing and positive demeanor, a motivated, energetic work ethic, have a track record of working well in a fast-paced environment and with others in a team environment.
§ Successfully manage large amounts of incoming calls and tickets
§ Provide accurate, valid and complete information by using the right methods and tools
§ Meet team targets for first call resolution, satisfaction, and timeliness.
§ Escalate calls where / when appropriate
§ Field incoming calls in a timely manner throughout shift
§ Identify customer questions, complaints, concerns, and overall needs
§ Provide sufficient answers and solutions to all customer queries
§ Handle customer complaints respectfully and professionally
§ Maintain professional relationships with customers through ongoing excellent customer service
§ Follow up with callers on complaint/question status, ensure resolution
§ Collaborate with call center team members, sales team members, and other company departments to ensure overall customer and product satisfaction
§ Perform duties and responsibilities with our customers’ satisfaction as your number one priority
§ Follow communication process, guidelines, and policies
§ Maintain strict confidentiality standards at all times
§ If business needs dictate, mandatory overtime may be required.
§ Other duties as assigned.
§ H.S. Diploma Required, Associates Degree or Higher Preferred
§ 1 – 3 years of relevant work experience in customer service call center
§ Ability to meet deadlines under pressure in a fast-paced environment
§ Strong communication skills, including the ability to effectively communicate via written or verbal methods
§ Strong phone skills i.e. diction, active listening
§ Effective time management skills
§ Ability to produce work of the highest quality level.
§ Good problem solving and analytical skills
§ Strong computer skills, including internet, Word, Excel, PowerPoint, Project, Outlook and PC Based applications.
§ Sense of urgency to meet client, consumer, and organizational expectations
§ Zendesk, Salesforce or other CRM Platform experience preferred
§ Bilingual a plus