Customer Service Representative - Onsite

Title: Customer Service Representative - Onsite

Mandatory skills:

Customer Service,
Office environment, Office 365, Email, Task Specific Software,
Microsoft Word, PowerPoint,
Proof reading, Inspection,
call center, inbound call, outbound call,
products and services, billing complaints, claim investigation,
Safety, Safety Monitoring Center, Driver Safety System, DSS, DSS events,
Multitasking, escalation process, customer notification procedure,
customer support, customer interactions, customer transactions, customer grievance,
customer inquiries, complaints, comments, customer information, customer retention,
escalation management, refund processing, performance metrics, complaint handling,
investigation, design, collaboration, document, analysis, record keeping, communication, problem solving

Description:

The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:
Resolve customers service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Refer unresolved customer grievances to designated departments for further investigation. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. .

Skills:
Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
Ability to work independently and manage one s time.
Ability to accurately document and record customer/client information.
Previous experience with computer applications, such as Microsoft Word and PowerPoint.

Position s Contributions to Work Group:
Delivering a positive customer experience with each engagement/touch point.
Classifying captured DSS events.
Following appropriate escalation processes and customer notification procedures.

Typical task breakdown:
Safety Advisors in the 24/7 client Safety Monitoring Center analyze data and video from in-vehicle systems, such as the Driver Safety System (DSS), to notify on-site personnel of operator fatigue or distraction while driving.
Ensuring operator fatigue and distraction event are reviewed, verified, classified and logged for analysis and record keeping.
Safety Advisors must be capable of working at a stationary workstation for long periods of time. All work is completed at a computer station and scheduled shifts are 12 hours.

Interaction with team:
Interaction with team, but often works independently. Good communication skills required

Work environment:
Office environment

Education & Experience Required:
High school diploma or GED preferred. 2-4 years customer service related experience required.

Technical Skills:

(Required)
Multitasking
Intermediate computer skills (Office 365, Email, Task Specific Software )

(Desired)
Multilingual (any language)

Soft Skills:

(Required)
Proof reading or Inspection
Ability to work in a team

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008