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Form of workJob Description
JOB TITLE: Customer Service Representative
DEPARTMENT: i3 Operations
REPORTS TO: Customer Service Manager
JOB LOCATION: Murfreesboro, TN
SUMMARY OF POSITION:
Customer Service Representatives handle incoming calls from Agent offices and merchants to answer questions regarding the merchant account. Tasks could include reconciling bank statements, updating account information and assisting with other inquiries or questions. Customer Service Reps are in many instances the first contact our merchants and or clients have with the company, so accuracy, timeliness, and First Call Resolution are paramount for a successful position holder. Must be the embodiment of Customer Service and be able to thrive in a fast-paced environment. This person will have a professional attitude always and must be able to communicate on a professional level that the caller feels comfortable with. This position will require a solid attendance record.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Answer inbound Customer Service calls as well as answer customer emails or requests from other departments
- Schedule calls with merchants and review their merchant accounts (no selling)
- Complete outbound project campaigns to our clients
- Effectively take and resolve issues received from clients
- Escalates customer issues requiring extensive problem solving
- Communicates customer impacting trends and/or ideas for improvement to manager
- Document issues accurately in established databases
- Exude maximum level Customer Service
- Liaise with other departments to identify issues, solve problems or share communication
- Continuously seek to opportunities to build knowledge base
- Cross train in different areas of the business
MINIMUM QUALIFICATIONS (EDUCATION AND EXPERIENCE):
- 1+ year in Customer Service or call center or related experience
- High school diploma or GED equivalent
- Ability to demonstrate excellent written and verbal communication skills and proficiency with Microsoft Office products (Word, Excel, Outlook)
- Ability to learn and apply general knowledge of the company, products and services
- Ability to read, comprehend and adhere to instructions, processes and procedures
- Accuracy and attention to detail
- Basic Mathematical skills to calculate (add, subtract, multiply and divide)
- Ability to work independently under general supervision and accept feed back
