Jobs

Description

Position is fully onsite (8:30am - 5pm)

3 - 5 year experience required.

Description:

• Takes a high volume of inbound or places outbound calls to provide information and services to customers.
• Utilizes a database to retrieve customer or company information.
• Must be able to learn and follow detailed instructions, use a variety of resources and possess good organizational skills to provide accurate information.
• Follows processes and steps to ensure appropriate actions and follow through taken for customers.
• Document needs for customers in databases.
• Must demonstrate patience, tact, empathy and problem solving skills with consistently good voice quality. Can organize and handle calls with speed and accuracy.
• Must be able to be available to customers for a certain period of time during the day. Can work with complex computer applications and resource materials.
• Can use multiple operating environments (Windows, DOS, Mainframe).
• Must have proven skills in the following PC software products Lotus Notes, Excel, MS Word

Main Purpose of the Role

• Receives and places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts and procedures with the assistance of a computerized system.
• This job handles both inbound and outbound calls, but excludes other surveyed jobs such as Customer Service, Credit/Collections, and Full Account Management.

Main Responsibilities

List the main responsibilities this role regularly performs.

• The senior level Customer Service Representative will handle enquired regarding complex and/or important products, services and promotions.
• This position will also typically receive and/or place telephone calls which are non-routine and require deviation from standard screens, scripts, and procedures.
• Liaise with sales and technical staff to keep them up-to-date with customer needs.
• May include selling component.
• May answer inquiries, resolve problems, promote and sell products/services, and/or enter or confirm sales.
• Requires general knowledge of company, products, and/or services.
• May assess needs and suggest/promote alternative products or services.
• Requires ability to navigate a computerized data entry system or other relevant applications.