Customer Experience Rep

4Over Glendale , CA 91206

Posted 7 months ago

The purpose of this role is to provide customers with solutions by providing a high level of service in a contact center/call center environment and the ability to develop and retain relationships through listening and implementing a successful plan of action. The CSR resolves a wide variety of issues through customer education, thorough follow up and dedication to provide a positive customer experience.

JOB DUTIES/RESPONSIBILITIES:

  • Educate and assist customer base on company website, products and services

  • Resolve customer concerns in a quality oriented way to produce a positive outcome

  • Provide customer feedback to department for new product and resource development

  • Accurate notation of each customer interaction to ensure complete customer history recorded on all accounts

  • Knowledgeable point of contact for both new and existing customers

  • Handle complex requests with patience and professionalism and empathy

  • Review and resolve situations in a timely manner by identifying customer concerns

  • Demonstrates a sense of urgency and dedication to exceed customer expectations and earn loyalty through accuracy, efficiency, courtesy and knowledge

  • Listens actively and intently to gain a full understanding of the call; acknowledges key points and asks appropriate questions; interprets verbal cues to identify underlying concerns and motivations

REQUIRED SKILLS/QUALIFICATIONS:

  • Able to type 40 WPM+ with accuracy

  • Detail-oriented, organized and a strong ability to follow tasks through to completion

  • Solid work ethic with a positive attitude

  • Excellent active listening and time management skills with the ability to address difficult situations with patience and professionalism

  • Good written and verbal communication skills

  • Able to work on multiple tasks/assignments concurrently

  • Works effectively with different types of people; shows concern and sensitivity to the feelings of others

  • Intermediate computer, keyboard and 10 key skills

PHYSICAL REQUIREMENTS:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

  • While performing the duties of this job, the employee is regularly required to talk or hear.

  • Will spend majority of the work shift sitting and using office equipment such as the phone, fax, copier, scanner, and computers.

  • The employee frequently is required to use hands to fingers, handle or feel; and reach with hands and arms.

  • This position requires the ability to frequently lift office products and supplies, up to 20 pounds.

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Customer Experience Rep

4Over