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Customer Service Representative

BuzzClan Danville, IL Full-Time
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Handles inbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention. Responsibilities may include answering customer questions, explaining available services, correcting errors, providing information on pricing, taking orders, developing leads, and or selling products and services. Handles inbound/outbound calls of lesser complexity and that are primarily routine or basic in nature. Follows basic procedures and scripts. requires fundamental knowledge to navigate company's customer information systems and or order system wit ha basic knowledge of company, services and products. More complex customer inquiries may be passed to higher-level Call Center Representatives. 1-4 years experience.

Incoming Phone Calls could include:
• Service Order Placing / Returns
• Tracing / Tracking Orders
• Email Invoices
• Taking CC Payments
• General Questions regarding Service
• Service Requests - pest/mechanical/product issue resolution
• Schedule Changes for Service Requests
• Set up new leads
• Schedule temporary coverage for both field reps and SVSP to cover vacations or out of range service requests
• Transferring to correct department
• Handle both customer and Ecolab field rep inquiries and requests
• Resolve customer complaints and questions
• Assist District Managers with vacation schedules, transferring calls, customer needs and ordering products.

Agents are held to a strict schedule daily which is assigned and managed by our client. They are held to daily call adherence (which means following the schedule they have been assigned as closely as possible). Agents are held to Quality Standards in which they are expected to meet and/or exceed daily/weekly/monthly.

We are currently a smaller team with lots of opportunity for growth. Our current target is to be at 38 agents. We have one manager (Jody) and one assistant manager (Deadra ) on the floor. Agents each have their own cubicle with 2 monitors and a laptop. This is a call center with a high volume of incoming calls. Agents are expected to follow all Genpact policies including dress code and attendance. They receive two 15 minute breaks and one 30 minute lunch each day. We are located in the far back of the building so it is kind of a long walk to the restroom. Danville location has a large break room with microwaves and commercial refrigerators with soda / snack / sandwich vending machines. We have a vendor (Charlotte’s) that comes in on Thursdays and Fridays during the lunch hours *cost is between $6 and up for soups / salads and daily specials. We have water and ice machines throughout the building and encourage refillable cups / bottles.

Computer Programs and browsers that an agent will use daily (so experience is a plus ;) )
• MS Outlook
• MS Word
• MS Excel
• Sharepoint
• Skype
• Cisco Finesse
• Verint Enterprise Workforce Management
• AS/400
• Internet Explorer
• And more…

What it takes to be a customer service agent in this process:
• Very professional phone voice / conversation ( no slang or jargon, correct pronunciation, non-abrasive)
• Able to work in a fast paced, ever changing environment
• Able to multitask – we toggle between multiple computer screens and programs all day long. Agents have 2 monitors as well as their laptop screens. They are expected to type information as they are speaking to customers as well as switch between programs and/or screens – very quickly. *a minimum of 45 wpm is needed in order to keep up.
• Ability to remain positive and empathetic to unhappy customers (agents will get yelled at, called names, and cussed out – they have to be able to let it slide off their shoulders and remain professional and pleasant)
• Detail oriented/Attention to detail – they must get the information they collect from customers correct.
• Ability to follow directions and remain patient and calm *ever changing environment, IT issues, changing updates, upset customers and field reps
• Excellent customer service skills – this is #1 - without over servicing. The goal is to keep the calls as short and sweet as possible while helping each customer.
• Must be self-motivated. This is a role with minimal supervision other than monitoring agents through the system. Agents must be motivated to keep working when they are supposed to be working. As this department is fast paced there is no time for chatting with your neighbor, extra breaks or going over breaks or lunches.
• Attendance – we need agents who will be here every day that they are scheduled. Agents get scheduled time off of course

Recommended skills

Selling Techniques
Attention To Detail
Customer Satisfaction
Self Motivation
Microsoft Excel
Customer Service
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