Customer Service III

DESCRIPTION

• This position is NonExempt. Hours over 40 will be paid at Time and a Half.
• 3 - 5 year experience required.
• Takes a high volume of inbound or places outbound calls to provide information and services to customers.
• Utilizes a database to retrieve customer or company information.
• Must be able to learn and follow detailed instructions use a variety of resources and possess good organizational skills to provide accurate information.
• Follows processes and steps to ensure appropriate actions and follow through taken for customers.
• Document needs for customers in databases.
• Must demonstrate patience tact empathy and problem solving skills with consistently good voice quality.
• Can organize and handle calls with speed and accuracy.
• Must be able to be available to customers for a certain period of time during the day.
• Can work with complex computer applications and resource materials.
• Can use multiple operating environments (Windows DOS Mainframe). Must have proven skills in the following PC software products Lotus Notes Excel MS Word

MAIN PURPOSE OF THE ROLE

• Receives and places telephone calls which are predominantly routine but may require deviation from standard screens scripts and procedures with the assistance of a computerized system.
• This job handles both inbound and outbound calls but excludes other surveyed jobs such as Customer Service Credit/Collections and Full Account Management.

MAIN RESPONSIBILITIES
List the main responsibilities this role regularly performs.

• The senior level Customer Service Representative will handle enquired regarding complex and/or important products services and promotions.
• This position will also typically receive and/or place telephone calls which are non-routine and require deviation from standard screens scripts and procedures.
• Liaise with sales and technical staff to keep them up-to-date with customer needs.
• May include selling component.
• May answer inquiries resolve problems promote and sell products/services and/or enter or confirm sales.
• Requires general knowledge of company products and/or services.
• May assess needs and suggest/promote alternative products or services.
• Requires ability to navigate a computerized data entry system or other relevant applications.