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Customer Service Advocate II

1 month ago

Columbia, United States Spectraforce Technologies Inc Full time

Title: Customer Service Advocate II
Location: Columbia, SC, 29229
Duration: 4 months assignment

Duties:

  • Provides prompt, accurate, thorough and courteous responses to all customer inquiries.
  • Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures.
  • Performs research as needed to resolve inquiries.
  • •60% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.
  • Handles situations which may require adaptation of response or extensive research.
  • Accurately documents inquiries.
  • •15% Initiates or processes adjustments or performs other research as needed to resolve inquiries.
  • Coordinates with other departments to resolve problems.
  • Responds to, researches and/or assists with priority inquiries and special projects as required by management.
  • •10% Provides feedback to management regarding customer problems, questions and needs.
  • Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management.
  • Follows through on complaints until resolved or reports to management as needed.
  • •10% Maintains basic knowledge of quality work instructions and company policies.
  • Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
  • Maintains all departmental productivity, quality, and timeliness standards.
  • •5% Assist with the training of new employees and cross training of coworkers.