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Customer Service Specialist
3 months ago
Job Title: Customer Service Specialist
Pay Rate: $16 / hr.
Location: Grants Pass, OR
Zip Code: 97526
Start Date: Right Away
Keywords: #GrantsPassJobs; #CustomerServiceSpecialistjobs;
Job Description:
PRIMARY RESPONSIBILITIES:
* Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
* Maintaining a positive, empathetic, and professional attitude toward customers at all times.
* Develop a strong knowledge of our product portfolio and procedures
* Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
* Effectively communicate additional promotions and services we offer.
* Process customer orders in a courteous, efficient, timely manner with minimal errors.
* Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
* Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
* Regularly attend and participate in team meetings.
* Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.
* Other duties as assigned by Manager. Specific Duties:
* Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns * Communicating with customers through various channels (Phone, email, chat)
* Effectively communicate additional promotions and services we offer.
* Engage with clients in a friendly and professional manner while actively listening to their concerns
* Offer support and solutions to customers in accordance with the company's customer service policies
* Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries
* Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution
* Collaborate with team members and other company departments to ensure overall customer and product satisfaction Goals:
* Quality Assurance - 90% Rating on calls/emails/chat interactions
* Transactions Per Hour - 8 Transactions per hour worked (6 for chat)
* Accessibility - 85% Availability, minimize unnecessary off line time
* Answered Interactions- 99% of Interactions are answered
* Attendance - Compliance to the attendance policy * Development & Training - Completion of training and action steps
