Brief description

The position of customer service representative consists of interacting with customers to provide information in response to inquiries about products or services and to handle and resolve complaints including support through the full customer process.

• Check to ensure that appropriate changes were made to resolve customers' problems;

• Compare disputed merchandise with original requisitions and information from invoices, and prepare invoices for returned goods;

• Confer with customers by telephone or in person to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints;

• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments;

• Determine charges for services requested, collect deposits or payments, or arrange for billing;

• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken;

• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes;

• Refer unresolved customer grievances to designated departments for further investigation;

• Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills;

• Answer any questions the customer may have about available products and services

• Establish new customer accounts, recording account information on written forms or digitally

• Listen to customer concerns and complaints with the goal of identifying the causes of the problem

• High school diploma or equivalent;
• Call center or customer service experience preferred
• Flexibility to work different shifts (including evenings, weekends, or holidays)
• Willingness to participate in training before hire and on-the job
• Excellent listening skills and an empathetic voice and manner
• Dedication to customer satisfaction
• Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer
• Ability to use computers and computer systems, to process and verify information, and to resolve conflicts or negotiate.