Customer Service Representative

2 weeks ago

Middle River, United States Mary Kraft HR Full time
Job DescriptionJob Description Job DescriptionJob Title: Customer Service RepresentativeFLSA Status: Non-Exempt Summary: Under the direction of the Customer Service Supervisor(s), CSRs are the primary customer contact responsible for all telephone inquiries. CSRs open and manage customer accounts, processes payments, and opens cases on behalf of customers for further research. This responsibility includes ensuring service requirements are protected and accounted for in accordance with set standards. Qualifications: Able to be flexible to work varies schedules between 7:00am – 8:00pm M-F and Sat 8:00-2:00pm. Essential Duties and Responsibilities include the following. Other duties may be assigned.
  • Assists customers with the account opening process.
  • Accurately explains the terms/conditions and policies/procedures relating to the account.
  • Processes account payments, perform cash out process at end of shift
  • Consistently meets or exceeds performance goals to ensure the highest quality of service is provided to the customer.
  • Performs account maintenance, including account changes, adjustments, and statement requests.
  • Contacts customers for additional account information.
  • Assists in problem correspondence as required.
  • Prepares reports including CSR Daily Activity report and cash out report.
Supervisory Responsibilities: This job has no supervisory responsibilities. Performance Skills/Competencies The below categories represent general skill sets that are required by this position. The level of proficiency & priority required by this position are defined by the following scales. Novice: Basic understanding of the skill.Intermediate: Able to use the skill in standard situations.Advanced: Able to apply the skill to its full capacity.Expert: Seen as the authority for this skill; provides guidance to others in regard to the skill.1 = High priority - skill is essential for success in the position.2 = Medium priority - skill is important for success in the position3 = Low priority - skill is unimportant to success in the positionNoviceIntermediateAdvancedExpertSpecificsPriorityProblem Solving SkillsX1Time Management SkillsX1Organizational SkillsX2ConscientiousX1Product KnowledgeX2NoviceIntermediateAdvancedExpertSpecificsPriorityDetail-orientedX1Business AcumenX2Analytical SkillsX2MultitaskingX1Communication SkillsX

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