Customer Support Representative

4 weeks ago


Exton, United States Ascension Publishing Group Full time
Job DescriptionJob Description

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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