Customer Service Representative

Experience: 1-2  year minimum in a past paced enterprise level 

Role:

As a customer service representative (CSR), you will interact with Customers via Multi-Channel Customer Service, which may be a combination of platforms including phone, email, live chat, or self-service channels. Inclusive of a variety of inquiries including billing and proration, service changes, cancellations and missed service inquiries. The CSR should expect to handle 60-80 contacts a day in a fast-paced/high-volume environment and to use multiple applications, knowledge bases, tools, and calculators to research and resolve customer queries.

Skills and experience:

• Excellent verbal, written and analytical skills
• Computer skills MS Office
• Typing Skills
• Professional phone etiquette
• Ability to multitask.
• Ability to react well under pressure and treats others with respect
• Identifies and resolves problems in a timely manner
• Prioritizes and plans work activities
• Focuses on solving conflicts and listening to others without interrupting
• Is consistently at work and on time
• Work efficiently and effectively, both independently and as a team to ensure exceeding call center s standards
• Balances team and individual responsibilities and helps build a positive team spirit
• Adapts and able to deal with frequent changes in the work environment
• Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner

Responsibilities:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
• Fields customer service inquiries and handles customer service transactions independently and proficiently:
• Demonstrates appropriate active listening skills/confirms understanding of customer needs, issues, and requests
• Uses authorized systems to gather information, provide information, and/or update customer records.
• Provides standard information and education regarding service options, charges, billing, and contracts.
• Demonstrates ownership of the customer issue by providing one call resolution:
• Makes every reasonable attempt to resolve the customer s issue and exhausts all other solutions before escalating the customer s query.
• Serves as an advocate for customers with repeat issues by engaging the right department and people within WM.
• Communicates concise and accurate information.
• Listens for and identifies opportunities to cross sell additional products and services.
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information.
• Supports other service lines when required.
• Attempts to retain customers who call to cancel services by probing for cancellation reasons and offering alternatives.
• Meets or exceeds service and operational standards established for the call center, including attendance, adherence, quality, productivity, safety, and timeliness goals.
• Completes cross training with Operations, Sales, and Billing.
• Flexible scheduling and willingness to perform other tasks as required by delivery channel.