Support Services Representative
Support Services Representative
Posted on :
15-03-2025
Employer Active
1 Vacancy
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Job Description
Description
The Customer Support Representative (CSR) is required to solve problems ask probing questions to understand the customers inquiry and achieve a high firstcallresolution percentage. Specifically this position is responsible for interacting with and serving customers to include resolving customer inquiries and assisting them in using various webbased services login issues and answering questions about government programs. This position is also responsible for accurately processing incoming agreements securely handling billing information and other duties as assigned.
Responsibilities
- Processing of incoming customer inquiries promptly and efficiently through unscripted telephone email and chat conversations
- Resolve incoming inquiries regarding login issues billing issues technical problems service questions and other general concerns.
- Take detailed notes document customer contacts quickly and maintain customer records during and after each customer contact in Customer Relationship Management system.
- Understand and determine the cause of problems quickly and apply the proper solution.
- Review and process documents for compliance with established regulations
- Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures.
- Demonstrate commitment to customer satisfaction and always interact with customers in a professional and courteous manner.
- Solve technical problems with minimal supervision.
- Navigate a computer effectively and learn to use and support multiple webbased systems quickly.
- Provide accurate and complete information to meet customer needs and achieve satisfaction.
- Work with supervisor to stay updated on product knowledge and company policies and procedures and effectively handle changes in any of these areas.
- Compile and report feedback on customer satisfaction
- Other Responsibilities Assigned by Manager
Qualifications:
- Undergraduate/associate degree or minimum two years of related work experience
- Outstanding verbal and written communications skills
- Strong analytical thinking and problemsolving skills
- Well versed in Internet usage including various browsers settings and maintenance
- Understanding of Microsoft Office Applications
- Strong organizational and prioritization skills
- Knowledge of payment processing and/or knowledge of financial reporting a plus
- Willingness to define new operational processes or procedures when the customer service team must take on new operational duties.
- Works well with others in a team environment.
- Strong phone handling skills and active listening
- Ability to multitask prioritize and manage time effectively.
- Exceptional communication and public relations skills with strong phone/email contact abilities
- Active listener who can quickly discern customers needs.
- Preferred experience with monthend close CDB billing and invoice procedures.
- Maintains a positive attitude and effectively delivers a positive outlook/message in various circumstances.
- Demonstrates a polite tactful and friendly attitude fostering a supportive work environment.
Required Experience:
Unclear Seniority
Employment Type
Full Time
Key Skills
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