Customer Service Representative 1

Overview

Serves customers by providing product and service information, primarily via telephone, email; resolving product, billing, transaction and service issues.

Pay:  $16.50/hour

Responsibilities

• Answers inbound calls, in a courteous and professional manner within the parameters of the guidelines established in order to meet or exceed the overall department goals of service levels.   
• High level of attention to detail needed 
• Listens to the caller’s needs and respond as needed, using empathy, concern and appreciation for their business. 
• Resolves product or service problems by clarifying the customer's issue/need; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. 
• Utilizes all available resources to resolve and respond to the customer’s needs, with the objective of minimizing call transfers or callbacks in order to provide a one-call solution. 
• Maintains customer records by updating account information and recording all interactions with the caller, in the appropriate system, in order to document the history of communication with the customer. 
• Communicates account status to the authorized caller if it is impacting the customer’s ability to purchase.  Transfer to the Credit/Receivables department based on established guidelines.  Obtain and process customer payments as needed. 
• Performs additional duties as needed. 

Qualifications

• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Systems Knowledge,5
• Basic Office Equipment and Microsoft Office Product Knowledge.
• Minimum 1-2 years Customer Service Experience, taking inbound calls. 
• High school diploma or equivalent.
• Bi-lingual (Spanish) is a plus