DMDR 7.25.16 - Full-time

Description

Responsibilities:

* Responds to requests and calls from customers related to client specific programs and products
* Identifies and responds to customer's needs based on designated procedures of account/client
* Makes attempts to resolve issues and deescalate issues of irate or dissatisfied clients
* Escalates calls to supervisor when necessary and appropriate
* Responds to requests for assistance while on-rent, including extensions, directions, vendor calls, processing of credit card authorizations
* Tracks call related information of each call received for auditing and reporting purposes
* Provides feedback reports on call issues related to downtime and/or training issues
* Escalates calls to supervisor when necessary and appropriate
* Maintains and updates customer information as necessary
* Provides support and assistance as needed
* Up-sells to customer upgrades as necessary
* May perform other client specific duties as necessary and required by program/account.
* Other duties as assigned

Minimum Education and Experience:
* High School Diploma or GED required; graduation from a college with an Associate's degree preferred
* Customer service experience
* Phone related customer service
* Sales experience
* Familiarity with Microsoft Windows, Word, and Excel applications
* Fluency in Spanish required for LAC agents (preferred)
* Other client specific requirements as necessary

Knowledge, Skills and Abilities:
* Knowledge of product/procedures
* Ability to use phone and computer systems
* Customer Service skills
* Strong interpersonal skills
* Excellent oral and written communication skills
* Strong listening/comprehension skills
* Ability to stay composed and objective
* Patience/empathetic
* Mental Acuity
* Conversational
* Confident/Assertive
* Demonstrate a positive attitude