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Customer Service Representative | Customer Service Representative in Customer Service Job at Mommy1

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Customer Service Representative

Location:
Amsterdam, NY
Description:

Mommy Jobs On-line (mommyjobsonline.com) is now seeking both English AND English/Spanish Bi-lingual Opportunities Available The Work at Home Customer Service Representative is responsible for handling service cancellation requests, primarily inbound telephone calls, in a prompt, courteous, and efficient manner; ensuring that the needs of the customer are met, service is rendered and the customer is kept appraised of the status of their request. Key functions Primary function is to retain customers who are at risk of cancelling service. Provide rebuttals and benefits of service based on customers reason for cancellation. Address customer complaints with the goals of increasing satisfaction and retention rates. Exercise creative negotiation and sales techniques to motivate customers to continue using our services. Skills required for this position include people skills, excellent customer service, empathy, expertise to solve problems, typing, expertise to handle rejection and expertise to meet retention goals. Learn and demonstrate up-selling techniques (where applicable) to promote additional services/products. Communicate company policies and procedures to customers. Meet key performance indicator goals; receive feedback/coaching from the management team including trainers, quality analysts etc. Utilize call center technology to input, track, and report customer issues. Navigate company software programs, use web based search engines and troubleshoot customer issues. Escalate calls outside their scope to appropriate tier of Customer service support function. Perform select overrides (manual enrollment date holds , airtime, loss date, purchase date remove based on updated responsibilities). Follows directives from Call Center Management (Coaches, Managers, etc.). In order to ensure we have adequate staff to meet our contractual service level qualifications, regular and reliable attendance at the place of work is required. Other Functions Maintains excellent relations with all internal and external customers. Interacts and assists with other CSRs on the team and various support functions, QA, Customer Satisfaction, Tech. Support etc. Other duties as assigned. Min Qualifications The following are required to enable job holders to perform the key functions of the job. Skills/Knowledge: Must have the expertise to handle multiple priorities, work in a fast environment, and manage time effectively. Be computer literate with an expertise to type 25-35 words per minute and learn new call center software. Must be able to pass a certification test, covering soft skill scenario modeling, business decisions and product knowledge. Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation). Must be self-disciplined and work without close supervision. Background/Education: High-school degree or equivalent. Preferred one year background in a customer service position (preferred call center background). Physical qualifications: The physical qualifications described here are representative of those that must be met by an employee to successfully perform the required functions of this job. While performing the duties of this job, the employee may spend 4-8 per day sitting and working at a computer. The expertise to adjust focus, use hands to grasp, finger, handle, reach or feel and sit for prolonged periods are needed for this position. Typing or otherwise working, primarily with fingers rather than with the whole hand as in handling. Expertise to receive detailed details through spoken communication utilizing a headset. The employee is regularly required to talk 90+% of the time via a headset. Workplace atmosphere: The working atmosphere characteristics described here are representative of those an employee encounters while performing the critical functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the required functions. Work at Home Locations: Required that employees work in a distraction-free workplace and is ergonomically set to meet the companys standards. Additional Qualifications Training: Routine training classes are required and/or offered during the employee life-cycle. Training may consist of classroom and/or Computer based training (CBT). Schedules: Flexible to work all shifts as required (evenings, weekends, and holidays). Work from home qualifications: Must have a computer with Windows seven or greater High Speed Internet Service Landline Phone Service Pay: $13.00 per hour To Become An Agent Apply at mommyjobsonline.com and click on Join Now and select the Customer Service Job Bank Registry to get connected with client and to begin their hiring process. Please reference agent id code MJOLAMY when you register on-line. Please allow 24 hours of processing time once you register with us. If you have further questions please contact us at one (405) 418 - XXXX.
Company:
Mommy Jobs Online
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More About this Listing: Customer Service Representative
Customer Service Representative is a Customer Service Customer Service Representative Job at Mommy Jobs Online located in Amsterdam NY. Find other listings like Customer Service Representative by searching Oodle for Customer Service Customer Service Representative Jobs.