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Form of workJob Description
Job Title: Customer Service Retention Representative
Location: - Charleston WV 25311
Rates: $15/hr. W2
Reports To: Team Lead
Job Summary
The Customer Service Sales Representative primary responsibility is to have problem solving skills and can turn any situation into an great customer experience. This role will combine elements of Customer Service and sales. Sales & Service Consultants are responsible for creating an exceptional experience at every interaction for both new and existing customers.
Essential Functions
Duties include, but are not limited to:
Promoting and/or saving products and services.
Providing an excellent customer experience via phone.
Negotiating and completing save/service order requests from customers.
Working with customers patiently, tactfully, and efficiently.
Accurately informing customers of various fees and adjustments.
Providing options to the customer based on product and service needs.
Active listening skills.
Ability to follow tactical call flows to optimize the customer experience.
Key Competencies:
Customer Focus-stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.
Adaptability-responds resourcefully to rapid change and ambiguity. Works constructively under pressure. Encourages change.
Communication-keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). "Over-communicates" key messages about Artech to internal and external audiences. Delivers clear and effective verbal and written messages.
Ethics / Acts with Integrity-demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
Initiative-seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.
Shaping and Driving Strategy-has a clear business focus and develops aggressive strategies to achieve competitive advantage. Translates vision and strategies into practical objectives and "street-smart" actions. Drives for results. Holds others accountable by monitoring and measuring performance.
Sound Judgement and Decision Making-applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.
Team Player-Promotes effectiveness of Artech as a whole by supporting common processes and measurements. Works effectively in partnership with others both across Artech and with customers to achieve business goals.
Minimum Requirements:
Outstanding Customer Service skills.
Excellent skills in the following areas: Communication - Interpersonal - Analytical - Problem Solving.
Basic math skills, data entry skills, and sales aptitude.
Understanding of hardware (peripherals) with moderate-to-high level software, and hardware troubleshooting skills.
Ability to multitask in a fast-paced environment.
Preferences:
Previous Customer Service experience in a high volume.
2+ years of Call Center experience or equivalent required.
High school diploma or the equivalent.
18 Years of age or older.
