Customer Service Rep

The Customer Service Representative (Residential) is responsible for developing and maintaining excellent customer relations. In addition, they are responsible for retaining existing customer base by satisfying customers' concerns quickly and completely, expanding the business through satisfied customers and referrals.
Primary Duties and Key Responsibilities for Customer Service Representatives include:
* Answer incoming calls including billing and invoicing, changing account information, account retention, and a diversity of customer related calls.

* Troubleshoot technical inquiries and schedule service calls with customers.

* Save accounts of customers that are attempting to cancel.

* Responsible for following up with existing customers in regards to installations, service calls, alarms, testing systems and special problems to ensure we are meeting our promises and expectations.

* Handle customers' problems from beginning to ending solution by listening to the customer, defining the problem, resolving the problem and following up with the customer.

Approximately 90% of your calls during your shift are incoming and 10% of your day is made up of outbound calls to follow up with new service satisfaction inquires.
We are looking for qualified candidates that possess the following:
* Customer service experience.

* Excellent communication and phone skills.

* Computer skills (Microsoft Office).

* Minimum typing speed of 35wpm.

* Good problem solver and strong negotiator.

* Ability to multi-task.

* Independent thinker and motivated self-starter.

* Ability to work diverse hours from 6am - 12am, 7 days a week, including holidays.

* Work schedules alternate periodically as a result of shift bids.


In this position you will be handling a mix of inbound as well as outbound calls…dealing with current customers, customer complaints, billing questions, troubleshooting technical questions and scheduling service calls, and also attempting to save accounts for customers who are trying to cancel-lots of multitasking-navigating through different screens…you must have good typing skills, have great customer service soft skills and work well under pressure

**no selling at alll! outbound calls are only follow up/relationship building calls-call center experience or retail/face to face customer service

- experience with knowledge of the computer and technology.
- ability to multitask when needed, will be using multiple screens
- type 35 to 40 WPM
- bilingual!!

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.