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Customer Service Representative at

Customer Service Representative

Madison, WI
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Ajilon is seeking a Customer Service Representative to provide specialized customer service in response to inbound customer contacts. Focus is on immediate resolution of inquiries and requests and providing backup administrative support when available.


Customer Service

  • Provides first level customer service to customers who contact the company with questions
  • Ensures phone calls are answered promptly and meets all service level agreements
  • Maintains metrics on a monthly basis, including but not limited to:
  • Adherence-This determines how an Agent adheres to their given schedule. We will monitor when an agent logs in and out for work and break purposes, and correlate this with their given schedule.
  • Quality-Each Agent will be monitored and scored a minimum of once per week on their calls to ensure we are providing exceptional service.
  • Demo-We monitor Agents on their ability to collect Demographic information from our customers including, but not limited to, Name, Date of Birth, Address, Email Address, and Phone Number.
  • Transfer Rate-We monitor the percentage of calls where the Agent is successfully able to transfer the Customer to a designated office for further assistance.
  • After Call Work-This metric monitors the Agents time spent off of the phone compared to their total work time.
  • Transfers and/or escalates phone calls to the appropriate staff when additional support is required

Administrative Support

  • Documents all contacts for tracking and reporting purposes
  • Documents resolution of contacts and cases when completed
  • Confirms customer contact information and updates company records when customers’ information has changed
  • Troubleshoots customer issues by communicating issues / concerns to the appropriate department in the company

Projects

  • Coordinates and/or leads special administrative projects
  • High school diploma or equivalent experience
  • Ability to enter data efficiently and accurately into company systems
  • Ability to answer inbound phone calls and clearly communicate with customers
  • Ability to maintain a professional demeanor with all stakeholders and in hectic and/or emergency situations
  • Ability to explain and comply with company policies
  • Ability to exercise judgment within delegated authority


If this isn't what you are looking for, shoot me over your resume, so I can find your perfect job match!

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Responsibilities

  • Handle incoming customer service calls
  • Dispatch incoming customer phone calls
  • Accept customer calls and return customer
  • Maintain customer service related information for customer accounts
  • Ensure quality customer service and customer satisfaction
  • Maintain customer service voicemail and return customer calls
  • Provide customers with superior customer service
  • Provide customer service for internal customers
  • Capturing customer information and answering customer inquiries
  • Resolve inbound customer calls regarding account
  • Take customer orders and provide high-quality customer service
  • Make out going customer service calls
  • Work with customer service manager to ensure proper customer service
  • Resolve any customer service issues
  • Answering inbound calls and providing excellent customer service
  • Provide customer support and handling customer inquiries
  • Combining excellent customer service skills
  • Assure quality customer service to all customers
  • Provide exceptional customer service to all customers
  • Provide superior customer service with all customer interactions

Recommended Skills

  • Customer Service
  • Help Customer
  • Resolve Customer Issue
  • Resolve Request
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