IND 001-001

#zr5

Customer Service Representative

Customer Service Representative Job Summary:

• Responsible for closing new customer sales utilizing a consultative selling approach
• Responsible for maintaining current customers by utilizing creative problem-solving and negotiation skills to resolve customer issues
• Will handle service requests and changes and act as the customer's focal point to maintain strong customer relationships
• Is expected to collaborate with their team to meet overall call center objectives and enhance the customer service experience while working to exceed all customers' expectations

Customer Service Representative Essential Duties and Responsibilities:

• To perform this job successfully, the Customer Service Representative must be able to perform the essential duties satisfactorily; other minor duties may be assigned and may vary by location
• Through needs based, consultative selling, the Customer Service Representative presents company products and services that will benefit the customer by meeting customer needs
• Will offer, quote, and close prospective customer sales using knowledge of given products and services
• Will work with closely with other departments (i.e. accounting, dispatch, etc.) for follow-up on larger and more complex accounts
• Meets or exceeds sales objectives, such as offering, quoting, closing, and revenue generation
• Must meet or exceed service and operational goals established for the call center, including quality and productivity
• Must communicate concise and accurate information
• Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information
• Confirms understanding of customer needs, issues, and requests
• Serves as the customer's advocate by solving problems on the customer's behalf by engaging the right department
• Uses the authorized system to gather and provide information and/or update customer records
• Provides standard and sometimes more advanced information and customer education regarding service options, charges, billing, and contracts
• Must effectively use productivity software tools
• Adheres to service and operational standards established for the call center, including quality, productivity, and Service Machine

Customer Service Representative Requirements:

• Proficiency in MS Office
• Excellent verbal, written and analytical skills
• Strong keyboarding skills
• Professional phone etiquette
• Ability to handle the stress of multi-tasking as well as ability to 'talk and type'
• Possesses an energetic and tenacious achievement orientation
• Ability to utilize multiple software applications on one or more phone screens
• Ability to react well under pressure and treat others with respect
• Identifies and resolves problems in a timely manner
• Good time management skills to prioritize and plan work activities
• Focuses on solving conflicts and listening to others without interrupting
• Is consistently at work and on-time
• Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
• Balances team and individual responsibilities and helps build a positive team spirit
• Adapts and able to deal with frequent changes in the work environment
• Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
• Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
• Show inquisitiveness and eagerness to gain sales or business related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge
• Experience using a CRM system