Customer service rep

3 weeks ago


Los Angeles, United States Learning Disabilities Association of America Full time
Job DescriptionJob DescriptionOverviewThe role of a Customer Service Representative is crucial to our organization as they serve as the first point of contact for our customers. They play a vital role in ensuring customer satisfaction and retention by addressing inquiries, resolving issues, and providing exceptional service.Key responsibilities
  • Manage incoming calls and customer service inquiries
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customers through open and interactive communication
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Handle complaints, provide appropriate solutions, and alternatives within time limits; follow up to ensure resolution
  • Keep records of customer interactions, transactions, comments and complaints
  • Take the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail, or social media
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Work with customer service manager to ensure proper customer service is being delivered
  • Compile reports on overall customer satisfaction
  • Identify and communicate customer and business insights to other departments in the organization
  • Stay informed about company's products and services
  • Upsell products and services when appropriate
Required qualifications
  • Proven customer support experience or experience as a client service representative
  • Strong phone contact handling skills and active listening
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • High school diploma or equivalent; college degree preferred
  • Customer service focused attitude with a high level of attention to detail
  • Familiarity with CRM systems and practices
  • Customer service representatives are expected to be self-motivated and detail-oriented
  • Ability to work in a fast-paced environment
  • Proficient in Microsoft Office suite and relevant software applications
  • Problem-solving and negotiation skills
  • Aptitude for working with computers
  • Patience and empathy
  • Experience working with customer support software is a plus


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