Customer Service Representative

Customer Service Representative

Requirements

• Has a high school diploma or equivalent
• Has minimum of 6 months of customer service or call center experience required, preferably in technical support
• Has ability to multi-task while maintaining careful attention to detail
• Possess ability to work effectively both individually and within a team environment
• Works with a sense of urgency to meet deadlines and address competing priorities
• Is proficient with Microsoft Office software including Word, Excel, PowerPoint, and Outlook
• Has effective written, listening, and verbal communication skills
• Has effective problem solving and organizational skills
• Possess a basic understanding of the organization’s products and services
• Is proficient on Windows OS, internet savvy

Responsibilities

• Answer incoming customer telephone calls in a courteous and professional manner
• Respond to and investigate customer inquiries, concerns and issues in a timely and courteous manner
• Provide customers with preventive maintenance and configuration recommendations
• Record and route customer requested changes in an appropriate manner
• Escalate more complex inquiries to a higher-level support team
• Answer customer inquiries and provide accurate technical and/or product-related information
• Research, troubleshoot and resolve customer complaints, technical problems and/or billing issues
• Follow up with customers consistently when necessary
• Obtain customer feedback openly and without judgement
• Effectively communicate customer issues, feedback and concerns to all applicable internal staff members
• Document support interactions, including details of inquiries, complaints, comments, and actions taken in customer database and/or Salesforce
• Organize and maintain case assignments and correspondence
• Maintain working knowledge of products and/or services
• Stay up-to-date on industry terminology
• Stay current on internal company communications
• Prepare correspondence for company ticketing system as needed
• Able to use one’s time effectively and productively
• The ability to find quick and clever ways to overcome difficulties
• Ability to prioritize and manage multiple tasks
• Maintains prompt attendance and timeliness
• Respond to all employee inquiries via all company media
• Work under close supervision of the Client Service Manager(s)
• In office work dependent upon the company’s needs
• Occasional on-call weekend coverage may be required
• Mandatory overtime may be required on a monthly basis. Hours will be determined based on current case backlog
• Performs other duties as assigned by supervisor

Preferred Qualifications

• Obtains Orion Industry Certification
• Owns and manages relationships with stakeholders directly and work effectively with people at all levels in an organization