Customer Service Representative

2 weeks ago

Houston, United States Percepta Full time

Job Description **Requisition Title**

: Customer Service Representative ( 0351K ) we bring first-class service across each market we support. As a **Customer Service Representative (CSR)** in **Houston, TX** , youll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture. * Promptly processes and answers and/or resolves customer inquiries and general questions, determining the appropriate actions based upon job aids, research, and existing desktop solution tools and taking the appropriate action with utmost priority and speed, to ensure service level metrics are achieved

* Use soft skills training to establish rapport with the customer and be able to recognize both stated and unstated needs to make informed recommendations. While providing engaging customer service to matin customers brand trust within a dynamic call center environment

* Utilize strong active listening skills to identify customers' issues and provide the correct path to resolution while reinforcing customers' understanding of their inquiry. Communicate professional, grammatically correct verbal responses to customer inquiries and general questions: Be proficient in several CRM and KBS tools and systems to seamlessly educate the customer on clients products and services and advise of self-service options which can support callers on matters regarding the clients' site navigation that might be beneficial to them in the future

* Deescalate calls as required while using key decision-making skills to discern when calls can be first call resolution or require additional investigation and assistance.

* Understand the use of technology, scripts, and product knowledge - actively listens to the consumer providing answers, while controlling the call to lead the consumer in an efficient professional manner

* Ensure that all customer contacts are properly documented into the CRCs CRM system to allow for an accurate historical view of customers contacts with the CRC

* Use excellent problem-solving skills, determine the best course of action for Concern calls by either First Call Resolution (select call types) or warm transferring to the CXS queue

* Liaise with various CRC departments, (i.e. Learning and Development, Training, Knowledge Base, etc.)

* Attend team huddles, focus groups, and training sessions as scheduled

* Work on activities and/or projects as requested by the Operations Supervisor

* Identify and relay to the Operations Supervisor opportunities for improving the customer experience (e.g., process, technology, or training)

* Relay customer service problems to Operations Supervisor when necessary

* Work as a team player assist other team members when in need of support.

* Complete other duties as assigned

* A high school diploma or GED required

* One (1) year customer service experience

* Experience in Customer Service, Hospitality, and Sales greatly preferred

* Knowledge of the automotive, OEM, Dealer industries is a plus

* High level of trust and integrity

* Strong verbal and written communication skills

* Detailed active listening and comprehension skills

* Strong customer service, interpersonal and relationship building skills

* Exercise good service and business judgment with the end goal of customer satisfaction

* Excellent English language with grammatical knowledge and etiquette

* Displays professionalism in demeanor, language, and appearance

* Ability to blend personality with a professional demeanor to provide the customer with a comfortable conversation

* Ability to work through multiple computer screens

* Ability to work calmly under pressure

* Ability to multitask while actively interacting with customers

* Typing Skills (minimum 30 words per minute)

* Knowledgeable in Microsoft Office, Email

* Experience with Microsoft Dynamics (Customer Contact system) an asset

**Competitive Compensation** we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.

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