The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.Requirements:Open and maintain customer accounts by recording account informationResolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionMaintain financial accounts by processing customer adjustmentsPrepare product or service reports by collecting and analyzing customer informationContribute to team effort by accomplishing related results as neededManage large amounts of incoming callsIdentify and assess customers' needs to achieve satisfactionBuild sustainable relationships of trust through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsHandle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolutionKeep records of customer interactions, process customer accounts and file documentsFollow communication procedures, guidelines and policiesGo the extra mile to engage customersResolve customer complaints via phone, email, mail or social mediaUse telephones to reach out to customers and verify account informationGreet customers warmly and ascertain problem or reason for callingCancel or upgrade accountsAssist with placement of orders, refunds, or exchangesAdvise on company informationTake payment information and other pertinent information such as addresses and phone numbersPlace or cancel ordersAnswer questions about warranties or terms of saleAct as the company gatekeeperSuggest solutions when a product malfunctionsHandle product recallsAttempt to persuade customer to reconsider cancellationInform customer of deals and promotionsSell products and servicesUtilize computer technology to handle high call volumesWork with customer service manager to ensure proper customer service is being deliveredClose out or open call recordsCompile reports on overall customer satisfactionRead from scriptsHandle changes in policies or renewalsResolve customer complaints via phone, email, mail or social mediaRequirements:Proven customer support experienceTrack record of over-achieving quotaStrong phone contact handling skills and active listeningFamiliar with CRM systems and practicesCustomer orientation and ability to adapt/respond to different types of charactersExcellent communication and presentation skillsAbility to multi-task, prioritize and manage time effectivelyHigh school diploma or equivalent; college degree preferred AppleOne is proud to be an Equal Opportunity Employer. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment qualified applicants with arrest and conviction records.
Posting ID: 582536360Posted: 2020-11-03