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  • 200 North LaSalle Street
    Chicago, IL 60606

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Customer Service Representative

Opportune Technology • Chicago, IL

Posted 16 days ago

Job Snapshot

$80,000.00 - $90,000.00 /Year
Computer Software
Customer Service

Job Description

· Open and maintain customer accounts by recording account information

· Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

· Maintain financial accounts by processing customer adjustments

· Recommend potential products or services to management by collecting customer information and analyzing customer needs

· Prepare product or service reports by collecting and analyzing customer information

· Contribute to team effort by accomplishing related results as needed

· Manage large amounts of incoming calls

· Generate sales leads

· Identify and assess customers’ needs to achieve satisfaction

· Build sustainable relationships of trust through open and interactive communication

· Provide accurate, valid and complete information by using the right methods/tools

· Meet personal/team sales targets and call handling quotas

· Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure

· Keep records of customer interactions, process customer accounts and file documents

· Follow communication procedures, guidelines and policies

· Go the extra mile to engage customers

· Resolve customer complaints via phone, email, mail or social media

· Use telephones to reach out to customers and verify account information

· Greet customers warmly and ascertain problem or reason for calling

· Cancel or upgrade accounts

· Assist with placement of orders, refunds, or exchanges

· Advise on company information

· Take payment information and other pertinent information such as addresses and phone numbers

· Place or cancel orders

· Answer questions about warranties or terms of sale

· Act as the company gatekeeper

· Suggest solutions when a product malfunctions

· Handle product recalls

· Attempt to persuade customer to reconsider cancellation

· Inform customer of deals and promotions

· Sell products and services

· Utilize computer technology to handle high call volumes

· Work with customer service manager to ensure proper customer service is being delivered

· Close out or open call records

· Compile reports on overall customer satisfaction

· Read from scripts

· Handle changes in policies or renewals

· Resolve customer complaints via phone, email, mail or social media

Job Requirements

· Proven customer support experience

· Track record of over-achieving quota

· Strong phone contact handling skills and active listening

· Familiar with CRM systems and practices

· Customer orientation and ability to adapt/respond to different types of characters

· Excellent communication and presentation skills

· Ability to multi-task, prioritize and manage time effectively

· High school diploma or equivalent; college degree preferred

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