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Customer Service Representative

Job Description

Customer Service Representative Job Description


The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.


Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction.


Job functions:



  • Open and maintain customer accounts by recording account information


  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution


  • Maintain financial accounts by processing customer adjustments


  • Recommend potential products or services to management by collecting customer information and analyzing customer needs


  • Prepare product or service reports by collecting and analyzing customer information


  • Contribute to team effort by accomplishing related results as needed


  • Manage large amounts of incoming calls




  • Generate sales leads


  • Identify and assess customers' needs to achieve satisfaction


  • Build sustainable relationships of trust through open and interactive communication


  • Provide accurate, valid and complete information by using the right methods/tools


  • Meet personal/team sales targets and call handling quotas


  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure
    resolution


  • Keep records of customer interactions, process customer accounts and file documents


  • Follow communication procedures, guidelines and policies


  • Go the extra mile to engage customers


  • Resolve customer complaints via phone, email, mail or social media


  • Use telephones to reach out to customers and verify account information


  • Greet customers warmly and ascertain problem or reason for calling


  • Cancel or upgrade accounts


  • Assist with placement of orders, refunds, or exchanges


  • Advise on company information


  • Take payment information and other pertinent information such as addresses and phone numbers


  • Place or cancel orders


  • Answer questions about warranties or terms of sale


  • Act as the company gatekeeper


  • Suggest solutions when a product malfunctions


  • Handle product recalls


  • Attempt to persuade customer to reconsider cancellation


  • Inform customer of deals and promotions


  • Sell products and services


  • Utilize computer technology to handle high call volumes


  • Work with customer service manager to ensure proper customer service is being delivered


  • Close out or open call records


  • Compile reports on overall customer satisfaction


  • Read from scripts


  • Handle changes in policies or renewals


  • Resolve customer complaints via phone, email, mail or social media



Requirements:



  • Proven customer support experience




  • Track record of over-achieving quota


  • Strong phone contact handling skills and active listening


  • Familiar with CRM systems and practices


  • Customer orientation and ability to adapt/respond to different types of characters


  • Excellent communication and presentation skills


  • Ability to multi-task, prioritize and manage time effectively


  • High school diploma or equivalent; college degree preferred



Customer service representative top skills & proficiencies:



  • Customer Service


  • Product Knowledge


  • Quality Focus


  • Market Knowledge


  • Documentation Skills


  • Listening Skills


  • Phone Skills


  • Resolving Conflict


  • Multitask


  • Patience


  • Negotiation


  • Positive Attitude


  • Attention to Detail


  • People Oriented


  • Analysis


  • Problem Solving


  • Organizational Skills


  • Adaptability


  • Ability to Work Under Pressure


  • Computer Skills





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