Customer Service Representative II

Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is to one of Our clients who offer biotechnology product development services. The Company focuses on providing laboratory equipment, chemicals, supplies and services used in healthcare, scientific research, safety, and education.

Job Title: Customer Service Representative II

Duration: 6 Months

Work Location: Tewksbury MA 01876

Job type: Contract

Work type: Onsite

Shift Hours: 8-4pm

Job Description:

• Answer 10 - 20 Inbound calls per day

• Make 10 20 Outbound calls per day

• Read and respond to 50 - 75 emails per day

• Ability to display professionalism and courtesy. This includes but is not limited to; providing accurate information, using the proper client scripting, voice tone, inflection, expressing empathy and displaying a willingness to assist.

• Accurately identify and escalate AE/PQC to client within 1 business day

• Field caller complaints and escalate via the request for supervisor process

• Respond to sample accountability emails within 24 hours of receipt

• Daily spreadsheet completion & submissions (AV, Touchstone & FEDEX)

• Data & Documentation management (DTP and usmmempsi.cc.com mailbox usage)

• Attendance and On phone percentages (90% or better)

• Adherence to all CWI, SOP, Federal regulations as well as all policy and procedure

Qualifications:

• High School graduate (some college preferred)

• 3-5 years customer service experience within a inbound call center environment

• Above average computer skills

• Exceptional written and verbal communications

TekWissen Group is an equal opportunity/affirmative action Employer (m/f/d/v) supporting workforce diversity