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.
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
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
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.