Customer Support Representative
4 weeks ago
The Customer Support Representative position plays a key role in our customer’s experience. Requirements include a high level of professionalism, hospitality, problem-solving, and attention to detail, as well as the ability to handle numerous issues and tasks simultaneously. Since this position serves as a liaison between our customers and our Company, prior customer service experience in a fast-paced environment is required. Experience preferably in a call center or phone-based help desk.
Requirements
- Understand, practice, and exemplify the values and mission of Ascension.
- Greet customers warmly and ascertain their needs in a professional, customer-centric manner.
- Receive a high volume of inbound/outbound calls related to order placement, refunds, account questions, digital platform questions, billing, cancellations, and related inquiries.
- Resolve customer requests via phone, email or chat.
- Consistently meet metric goals; phone, email response, ticket resolution, and customer satisfaction.
- Maintain strong knowledge of all Company products and services.
- Accurately explain Company products, services, promotions, and special offers.
- Open new customer accounts by recording key contact and billing information.
- Utilize technology to handle high call volumes and manage account details.
- Work with the customer service manager to ensure a high-quality of support.
- Effectively implement and communicate changes in policies or renewals to customers.
- Identify situations that require immediate action and refer them to the appropriate person.
- Contribute to team efforts as needed as well as perform other duties as assigned.
- Attend and participate in weekly customer service-related meetings.
- Customer Interaction
- Customer Support Policies, Standards, and Procedures
- Inquiry Research/Response
- Product Support
- Service Desk Management
- Service Request Management Process
- Technical Support
- Customer Service Help Desk Software
- NetSuite CRM
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