Customer Service Representative
Using a computerized system, responds to customer inquiries in a call center environment. May perform one or more of the following:
- Responds to telephone inquiries and complaints using standard scripts and procedures
- Gathers information, researches/resolves inquiries and logs customer calls
- Communicates appropriate options for resolution in a timely manner
- Informs customers about services available and assesses customer needs
- Provides functional guidance, training and assistance to lower level staff as mentor
- Provides assistance, training and troubleshooting support to lower level staff as mentor
- Schedules work to ensure accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems
- Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness
- All other duties as assigned