Technical Customer Service Representative

Role Overview:

Customer Service Representatives (CSRs) are the front-line support within the company in consumer sales focused companies, Customer Service reps provide phone-based support to customers to help resolve product issues, answer account and billing questions, and in some cases, make new sales. In services-focused companies whose sales are business-to-business in nature, a CSR will usually solve specific product quality or integration issues.

The skills needed to be a successful Customer Service Representative include strong communication skills, Customer Service system experience, time management and interpersonal skills.

Key Role and Responsibilities:

• Respond to customer inquiries and requests via telephone, email, and chat in a timely fashion.
• Document all inquiries, requests, resolutions, and follow-up tasks.
• Escalate inquiries and requests as necessary to the appropriate department or person following outlined guidelines.
• Display a courteous and empathetic attitude to all customers.
• Perform research to answer customer inquiries and requests.
• Grow existing customer accounts through exceptional Customer Service and effective sales techniques.
• Meet quantitative performance metrics as outlined.
• Keep customer accounts current by updating databases during calls.

Qualifications:

• High school diploma or general education degree (GED) required.
• 1 year of Customer Service experience.
• Experience working with inbound and outbound calls, customer retention, and inside sales preferred.
• Proficient in Microsoft Office.
• Excellent interpersonal and communication skills.
• Comfortable working in a high-volume role.
• Demonstrated ability to prioritize tasks and manage time efficiently.
• Basic computer skills in various software and web-based applications.

Job Type: Full-time

Job Type: Full-time

Pay: $14.00 - $16.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Experience:

• Microsoft Excel: 1 year (Required)

Work Location: In person