Client Service Representative 1 (701368)

Fidelitone Wauconda , IL 60084

Posted 5 months ago

POSITION SUMMARY:

Client Service Representative ensures client satisfaction by providing timely, efficient, accurate, and friendly service via telephone and email systems. Requires minimal supervision; must have strong analytical skills. Job functions require independent and creative thinking along with strong problem solving skills. Ideal candidate will be highly detail-oriented, possess a positive attitude, and have excellent communication skills. Must be willing to work in a challenging, fast-paced environment.

ESSENTIAL FUNCTIONS:

  • Sort through customer emails, analyze the request and process thru the designed course of action

  • Contact customer directly through phone or email to collect information for order processing

  • Manually enter orders into appropriate system following the protocols set by management

  • Effectively document all communications made with customers while resolving or escalating issues in a timely fashion.

  • Effectively communicates difficult/sensitive information tactfully to customers

  • Researches and resolves inquiries and complaints, including escalated calls, to ensure customer retention and satisfaction.

  • Assists supervisor with tracking of KPI's and SOP's and keeping them up-to-date.

  • Communicates with other Dept. & management to resolve problems and expedite work

  • Experience with Commerce Hub, SPS and major retailers such as Kohl's, Target, Wal-Mart, Bed Bath Beyond and other major retailers a plus

  • Will be responsible to keep all customer compliance and routing guides up to date

  • Navigate thru major retailers routing guides to determine specific requirements which apply to process their orders.

  • Ability to communicate effectively to a variety of audiences

  • Able to work with client specific websites to monitor and process daily orders meeting the delivery time specifications


Required Skills

SKILLS & ABILITIES:

  • Previous customer service/call center and (or) data entry experience preferred.

  • Typing skills at 25-30 WPM are necessary.

Computer proficiency with MS Office, Internet (Word, Excel, and Outlook) are required.

Required Experience

  • High School Diploma required

  • Minimum of 2 years call center/customer service experience is preferred.

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Client Service Representative 1 (701368)

Fidelitone