Customer Service Specialist - Full-time / Part-time

Dimension & Scope:

Customer Service Tech and Sales Specialists interface with customers via inbound or outbound calls or the Internet for the purpose of resolving routine problems with products or services.



Call center hours - 7am until 12am

Training hours- Flexible





Principal Duties and Responsibilities:

- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Listen attentively to customer needs and concerns; demonstrate empathy
- Clarify customer requirements; probe for and confirm understanding of requirements or problem
- Once Customer issue is resolved Transition to sell products to improve customer retention and value
- Meet customer requirements through first contact resolution

-Confirm customer understanding of the solution and provide additional customer education as needed
- Must be able to multi task and simultaneously navigate multiple applications in a windows environment
- Prepare complete and accurate work and update customer file
- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests
- Effectively transfer misdirected customer requests to an appropriate party
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity
- Participate in activities designed to improve customer satisfaction and business performance
- Occasionally use decision-support tools to answer questions
- Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking
- Offer solutions to issues that are often non-standard/non-routine and require some clarification
- Maintain broad knowledge of client products and services
- Possess insight into self and others



Education & Professional Certifications:

High school diploma or equivalent experience.


Requirements:





* Customer Service and Call Center experience preferred.

* Ability to Transition and sell multiple products after resolving call-in issue

* Knowledge of basic computer operations and functions.

* Comfortable with multitasking and navigating multiple applications in a windows environment

* Willingness to rotate shifts, as needed

* Ability to learn

* Courteous with strong customer service orientation

* Dependable with proficient attention to detail

* Good listening and responding skills

* Must be flexible with the ability to adapt to changes quickly and think conceptually

* Solid problem solving skills. Some technical knowledge and Sales skills

* Stable work history





Extensive customer interaction/soft skill experience, especially personality & enthusiasm, with emphasis on closing sale opportunities

Ability to develop customer rapport and convey a willingness to help

Ability to overcome objections by positioning personalized benefits

Strong desire to earn incentive money

Strong work ethic

Excellent communication skills and excellent attention to details

Best practices for goal-setting within a goal-oriented sales program

Tolerance for work in a fast-paced, high production work environment

Personal attributes that include reliability, professionalism, ability to work independently, positive attitude, and ability to remain calm in stressful situations



Environment, Physical & Other Requirements:

- Ability to perform light hand activity work at a computer/telephone station in an office environment
- Position is primarily sedentary
- May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees



The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.



EEO Employer/Vet/Disabled