The Customer Service Representative (CSR) will provide outstanding service acting as the primary point of contact for customers regarding products and services related to client programs. Associates will provide callers with thorough service that builds relationships, resolves issues, and increases overall trust and satisfaction in client’s products and services.
Job Requirements:
Professionally handle a high volume of incoming calls
Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services listed above
Ability to utilize and navigate multiple systems simultaneously
Be dependable and meet all attendance requirements
Resolve customer issues via one call resolution guidelines and/or escalated process
Meet or exceed company and client performance metrics
Maintain a balance between company policy and client benefit in decision making
Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
Responsible for call disposition or compiling and generating reports as required
Ability to accept and embrace changes within the current business setting
Qualifications:
1+ years of experience in customer service required ideally, in the BPO industry, degree or appropriate education may be substituted for experience
Stable work history
Skilled appearance
Strong detail orientation and excellent communication/listening skills
Ability to pass all skill assessments including demonstrated experience with Microsoft applications
Bilingual (Spanish/English) skills a plus
Demonstrated passion for excellence with respect to treating and caring for customers especially senior citizens
Strong decision making and analytical abilities
Ability to identify customer needs and clearly articulate products and services
Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime
Highly developed sense of integrity and commitment to customer satisfaction
Meet all attendance and dependability requirements
Ability to type a minimum of 30 WPM
Be a team player