Customer Service Hotline Representative
1 month ago
Customer Service Hotline Representative
General Characteristics:
- Responsible for responding to inquiries and providing information to customers calling into a service hotline. Records all customer contact information in a call log.
- Evaluates situation, determines appropriate response and escalates to designated specialist/resource for resolution of customer’s problem or complaint.
- Tracks issues escalated for resolution to ensure customer receives a timely response.
- Must have knowledge of the enterprise’s business/products and demonstrate strong customer focused skills.
Dimensions Education:
- Associate’s or Bachelor’s Degree or technical institute degree/certificate in Computer Science, Information Systems, Business Administration, or another related field.
- Or equivalent work experience.
Experience: A minimum of 2 years of related work experience.
Complexity:
- Learner/entry level role. Provides customer hotline services of low to medium complexity.
- Functions, somewhat independently, under general direction of more senior customer service representatives, supervisors or managers.
- Generally, follows documented procedures and checklists.
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