Description
The Customer Support Representative (CSR) is required to solve problems ask probing questions to understand the customers inquiry and achieve a high first-call-resolution percentage. Specifically this position is responsible for interacting with and serving customers to include resolving customer inquiries and assisting them in using various web-based 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 web-based 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 problem-solving 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 multi-task 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 month-end 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