Customer Service Representative

Customer Service Representative

Duties & Responsibilities Required:

• Call Center -Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details ofcomplaints.
• Respond to Webex mail.
• Enter miscellaneous individual orders.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Within predetermined limits, relay charges for services requested, collect deposits or payments, or arrange for billing.
• Refer unresolved customer grievances to designated departments for further investigation.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
• Respond to and resolve escalated customer issues (by phone) in a timely an appropriate manner.
• Establish and maintain positive rapport with a network of customers.
• Assist Inside Sales Associates if orders begin stacking up on department

Education and Experience Required:

1-2 years experience in a high-volume call center

• Stable work history
• Bilingual a plus

Skills Required:

Strong data entry and computer skills

• Excellent communication skills
• Detail-oriented
• Good phone etiquette
• Ability to work with difficult customers on the phone