Job Description

Customer Service Representative :

Description

We are looking for a Customer Service Representative to join our team and provide excellent customer service to our clients. The successful candidate will be responsible for responding to customer inquiries, resolving customer complaints, and providing helpful information about products and services. The ideal candidate should have excellent communication skills, be able to work in a fast-paced environment, and have a strong attention to detail.

Responsibilities

• Handle high volume of incoming customer calls in a professional and timely manner.
• Communicate with customers via phone, email or chat.
• Assist customers with their inquiries, provide accurate information, and resolve any issues or concerns they may have in a professional and timely manner.
• Utilize available resources and defined research procedures to quickly respond to all inquiries regarding account activity, tag fulfillment and standard violation resolution. 
• Collaborate with other departments to escalate and resolve complex customer issues.
• Take ownership of customer problems and follow up to ensure their satisfaction.
• Maintain PCI compliance as it relates to collecting and processing payments with credit card and/or banking information. 
• Meet daily qualitative and quantitative targets to maintain operational standards. 
• Reconcile payments and prepares end-of-day reports as specified per section. 
• Update customer records and maintain accurate documentation of all customer interactions.
• Stay up-to-date with product knowledge and industry trends to effectively assist customers.

Knowledge, Skills & Abilities:

• Ability to speak clearly and listen effectively. 
• Knowledge of basic math. 
• Good written and interpersonal skills. 
• Strong customer service skills. 
• Good analytical and organization skills. 
• Working knowledge of personal computers and related software; Microsoft Office including word processing, spreadsheets, and databases. 
• Must possess keyboarding skills of 30 wpm and 10-key touch. 
• Ability to work in a team environment and be open to change. 
• Multi-tasking capabilities; ability to think logically and time management organized, flexible, and goal-oriented. 
• Ability to exercise tact and to handle customer interactions in a fast, courteous and efficient manner. Ability to establish and maintain effective working relationships with others. 
• Ability to de-escalate, research and resolve complex calls.
• Must be able to maintain a composed and customer-centric tone, skillfully navigating conversations with a reassuring and empathetic approach to ensure an outstanding customer service experience. 
• Must be able to maintain confidentiality. 

Requirements

• High school diploma or equivalent from accredited institution.
• Bilingual, fluent in both English and Spanish preferred
• Previous experience in customer service or a related field is preferred.
• At least 2 full and/or consecutive years of experience working in a call-center environment.
• Proficient computer skills and the ability to learn new software quickly.
• Ability to work well under pressure and in a fast-paced environment.
• Strong problem-solving and conflict resolution abilities.
• Professional phone etiquette and the ability to handle difficult calls.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Must have availability to work 40 hours per week and be able to commit to any 8-hour shift assigned by client between the operational hours of Monday – Saturday, 6:30am to 8:00pm without exception.

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