The Customer Service Representative II will assist the client by entering customer concerns into Salesforce, a cloud-based software. The concerns are received via phone voice messages, email, and an online web form. The role requires excellent communication and interpersonal skills, patience, andthe ability to multitask.
Major Responsibilities:
Enter customer concerns into Salesforce, received through email, voice messages, and the online web form.
Use critical thinking skills to direct concerns to the appropriate client programs.
Research information to address both client and non-client related issues.
Listen and transcribe voice mail messages from clients.
Perform other duties as assigned related to the position.
Required skills and qualifications
Proven experience as a Customer Service Representative or in a similar role.
Excellent communication, interpersonal, and problem-solving skills.
Proficiency in Google Suite and other relevant computer applications.
De-escalation skills.
Patience, a positive attitude, and the ability to manage time effectively and multitask.
High school diploma or equivalent is typically required.
Knowledge
English Language; Customer Service; Clerical; Administration and Management.
Skill
Monitoring; Active Listening; Speaking; Critical Thinking; Reading Comprehension; Social Perceptiveness. Judgment and Decision Making; Time Management; Problem Solving
Ability
Deductive and Inductive Reasoning; Speech Clarity; Written and Oral Comprehension; Written and Oral Expression; Problem Sensitivity.
Required Skills
Experience as a CSR
Google suite and other relevant computer applications
Preferred Skills
Salesforce
Notes:
Hybrid
Position will be in person for the first 2 weeks for training
Business operating office hours are Monday-Friday, 8:00 am to 5 pm.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.