Senior Customer Service Representative

5 days ago

Palm Bay, United States Firstsource Full time
Pay Rate: $16/hr.

Location: 2330 Commerce Park Drive, Palm Bay, FL 32905

The customer support agent in this role responds to customer queries over the phone, email and chat and provide support and resolution to existing/new queries on services provided by the client.

The agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer inquiries.

Duties and responsibilities:
  • Identify customer questions, complaints, concerns, and overall needs.
  • Provide sufficient answers and solutions to all customer queries.
  • Handle customer complaints respectfully and professionally.
  • Redirect customers to appropriate departments and teams when appropriate.
  • Follow up with callers on complaint/question status, ensure resolution.
  • Collaborate with call center team members and other company departments to ensure overall customer and product satisfaction.
  • Follow all communication procedures, policies, and guidelines during every customer interaction.
  • Perform duties and responsibilities with our customers' satisfaction as your number one priority.

Education:
  • High school diploma or equivalent (GED) required.

Experience & Abilities:
  • Minimum one year of customer service/call center (voice, chat or email) experience required.
  • Helpful, friendly customer service experience is required.
  • Able to talk on the phone and navigate a computer at the same time.
  • Able to read notes within the computer system to answer questions.
  • Ability to use good judgement and be resourceful to find answers and resolve issues satisfactorily for callers and know when to refer a caller to a different department or supervisor when Associate cannot answer or resolve thoroughly.
  • Ability to multitask (i.e., document all calls, send emails and/or faxes to callers, perform any follow-up work promised to a caller).

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer.

Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.Learn More

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