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Client Service Representative

4 months ago

Covington, United States Netchex Full time
Job Summary: As a Client Service Representative, you'll be the vital link between our company and our current customers. Your role is essential in ensuring customer satisfaction by effectively solving issues, addressing complaints, and handling inquiries.

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.
Qualifications:
  • 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.