Customer Service Representative

16 hours ago

Cornelius, United States PrideStaff Full time
Customer Service Representative Job Description:

A Customer Service Representative (CSR) will be responsible for generating work orders from service request information submitted by our customers. Work orders will be submitted via phones, emails or portals. CSRs must ensure all work orders follow ROC guidelines and are complete, accurate and timely. CSRs are the primary recipients of calls on the ACD line and must promptly answer all calls in a professional manner. CSR will work closely assisting and supporting the Resource Coordinators, account managers, territory managers, internal and external business partners for service work order creation and follow-up. Support will be provided by clearly communicating in a user-friendly, professional manner.

Location: Cornelius, NC 28031

*2 Shifts filled starting January 2nd, 2025

Shifts: Monday through Friday 8:00 AM-4:30 PM OR 9:30AM-6:00PM

Pay Rate: $23-24/hr. Based on experience

Duties and Tasks/Essential Functions:

• Generate work orders in accordance with service requests submitted by customers. Ensure all work orders follow ROC guidelines for accuracy, timeliness, and completeness of information. • Create a minimum of 50 work orders per day from service inbox, portals and phone. • Provide clear and timely communications to ROC colleagues per ROC guidelines (i.e. emergency calls, cancelled calls, customer escalations, appointments)

• Maintain "available" status on the ACD line at all times except during lunch and breaks. Promptly answer all phone calls with a high degree of professionalism and courtesy. • Prepare and distribute all customer reports per schedule.

• Deliver service and support updates and resolutions to internal and external business partners • Interact with customers to provide service updates in response to inquiries, concerns, and requests about work orders

• Research required information using available resources and systems

• Identify and escalate priority issues to management per Client specifications • Redirect problems and escalations to appropriate resources/management

• Follow up and make scheduled call backs to customers where necessary

• Stay current with system information, changes and updates

Skill and Knowledge Qualifications:

• Microsoft Office Suite

• Proper phone etiquette

• Ability to speak and write clearly and accurately

• Demonstrated proficiency in typing and grammar

• Knowledge of relevant software computer applications and equipment

• Knowledge of customer service principles and practices

• Effective listening skills

• Willingness to co-operate with others and work to the greater good

• Multi-tasking capabilities

Competencies:

• Exemplary Attendance and Punctuality

• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures

• Focuses and guides self and team members in accomplishing work objectives. • Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener

• Makes customers and their needs a primary focus of one's actions; developing and sustaining productive customer relationships

• Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; and takes action that is consistent with available facts, constraints, and probable consequences

• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict

• Establishes proper courses of action to ensure that work product is completed efficiently and on time

• Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks

Education:

• BS/BA in Business related discipline (preferred) or equivalent work related exp.

This job specification should not be construed to imply that these requirements are the exclusive standards of the position. Colleagues will follow any other instructions, and perform any other related duties, as may be required by their manager.

Compensation / Pay Rate (Up to): $23.00 - $24.00

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