Customer Service Representative Team
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Under direct supervision, the primary role the customer service representative team member could be aligned to:
? Engage customers and determine how to assist them and troubleshoot issues.
o Must have the ability to effectively, efficiently and professionally answer calls or respond to email
o Maintain a professional and positive demeanor at all times
? Liaison between internal business partners and specified operations group. Intake and analyze information/issues received via email, phone and fax to distribute to the necessary operations team for resolution.
To perform the job successfully, an individual should demonstrate the following competencies:
Ability to respond promptly to customer needs, solicits feedback to improve upon service, and responds to requests for service and assistance.
Able to adapt to change in the work environment, ability to change approach or method to best fit the situation, and able to deal with frequent change, delays, or unexpected events.
Manage delegated tasks and administrative functions as designated by management within time-frame allotted, pays close attention to detail and possesses good organizational skills.
Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, responds well to questions, ability to write clearly, read and interpret written information, and effectively present ideas and document activities.
Ability to communicate with others in a warm, positive, and helpful manner, while simultaneously building credibility and rapport.
Displays willingness to make decisions, exhibits sound and accurate judgment, able to support and explain reasoning for decisions, and includes appropriate stakeholders in decision making process.
Identifies and resolves customer problems, issues or concerns in a timely fashion, ability to gather and analyze information skillfully.
Education and/or Experience:
? High School diploma or equivalent
? Previous customer service experience required
? Must possess 1+ years of customer service, call volume or telemarketing experience
? Must enjoy helping people and be absolutely comfortable on the phone
? Knowledge of PC software applications (i.e. MS Office, Excel, Outlook)
? Data entry and 10 key skills required
? Knowledge of DMV related documents and forms preferred
? Good written and verbal communication required
? Ability to perform routine and repetitive production work
? Ability to sit or stand, bend, reach, pull and climb step ladders for long periods of time
? Variable shifts for Day and Evening and Part Time and Full Time which can include Saturday shifts
? Ability to lift or push up to 35 lbs.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
We are an equal employment opportunity employer and will consider all qualified candidates without regard to disability or protected veteran status.