Client Service Representative
3 months ago
Key Responsibilities:
- Managing Client Interactions: Deliver outstanding client service by handling inbound calls, chats, and providing updates to cases in a timely manner.
- Understanding Customer Needs: Identify customers' needs, clarify information, and research any issues they may have. Provide solutions within the Netchex system and/or alternative avenues if necessary.
- Record Keeping: Maintain clear and comprehensive records of all conversations in our contact management database.
- Continuous Learning: Attend training opportunities to enhance your knowledge and improve performance.
- Meeting Targets: Strive to meet both qualitative and quantitative targets set for yourself or your team.
- Provide Guidance to Clients: Training may include, but is not limited to, providing guidance over the phone, sending the client instruction documents, guiding the client to self-service portals.
- Coordinate Response to Clients: Coordinate with other client service representatives and/or various departments within Netchex to ensure client requests are handled appropriately and in a timely manner.
- Flexibility: Performs other duties as assigned.
- Technology: Proficient computer skills with the ability to learn new software.
- Experience: Previous experience in a customer service role is preferred.
- Communication: Strong verbal and written communication skills, along with active listening. Able to de-escalate customers while resolving their dissatisfaction
- CRM Familiarity: Knowledge of CRM systems and practices.
- Adaptability: Ability to adapt to different personality types and handle various customer situations.
- Time Management: Effective multitasking, prioritization, and time management skills.
- Education: High school diploma.
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