Customer Service RepresentativeCSR

Job Title: Customer Service Representative

Location: Atlanta GA 30341/ Tampa FL 33634 (Onsite)

Duration: Contract To Hire

Experience: 13 Years

Job Description/Role Purpose:

***The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.***

Do:

1. Support process by managing transactions as per required quality standards.

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
• Document all pertinent end user identification information including name department contact information and nature of problem or issue.
• Update own availability in the RAVE system to ensure productivity of the process.
• Record track and document all queries received problem solving steps taken and total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access and maintain internal knowledge bases resources and frequently asked questions to aid in and provide effective problem resolution to clients.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Maintain and update selfhelp documents for customers to speed up resolution time.
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoids legal challenges by complying with service agreements.

1. Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.

• Provide product support and resolution to clients by performing a question diagnosis while guiding users through stepbystep solutions.
• Assist clients with navigating around product menus and facilitate better understanding of product features.
• Troubleshoot all client queries in a userfriendly courteous and professional manner.
• Maintain logs and records of all customer queries as per the standard procedures and guidelines.
• Accurately process and record all incoming call and email using the designated tracking software.
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business.
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.

1. Build capability to ensure operational excellence and maintain superior customer service levels of the existing account.

• Undertake product trainings to stay current with product features changes and updates
• Enroll in product specific and any other trainings per client requirements/recommendations
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
• Update job knowledge by participating in selflearning opportunities and maintaining personal networks.

Functional Competencies/ Skill:

• Process Knowledge Knowledge of assigned process tools and systems Foundation to Competent.

Competency Levels Foundation:

• Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent:

• Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert:

• Applies the competency in all situations and is serves as a guide to others as well.

Master:

• Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

Behavioral Competencies :

• Collaborative working
• Problem solving and decision making
• Attention to Detail
• Execution Excellence
• Client (Internal) Centricity
• Effective Communication

Deliver:

No.

Performance Parameter

Measure

1.

Process

No. of cases resolved per day compliance to process and quality standards meeting process level SLAs Pulse score Customer feedback.

2.

Self Management

Productivity efficiency absenteeism Training Hours No of technical training completed.