Description
Summary:
The main function of a customer service representative is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service representative is responsible for determining the client's issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.
Job Responsibilities:
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
Refer unresolved customer grievances to designated departments for further investigation.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Compiles and sends Service Program materials.
Communicates new site information to branches.
Process and communicate any and all customer account changes to include but not limited to cancellations, frequency changes, downgrades, service skips, etc
Escalates repeated concerns or unsatisfactory service concerns according to written process
May assist in mentoring new colleagues
Work schedule is 40+ hours per week
Schedule may be during off hours or partially during weekends
Skills:
High School Diploma / GED required
Some college preferred but equivalent work experience is acceptable
1-3 years customer service experience
3-5 years data entry experience
1 year in customer service, administrative, or operational roles
Must have and express a sense of urgency when dealing with colleagues and customer concerns
Must have intermediate organizational skills
Must have intermediate verbal and written communication abilities
Must be computer literate and an intermediate level of office applications
Written and verbal communication skills
Organizational skills
Ability to multitask
Detail oriented
Ability to learn new business unit software programs as needed
Education: High School