Customer Service Representative

4 weeks ago

Tampa, United States Spectrio Full time

Customer Service Representative

Fully Remote Description

**Primary Objective:**

The Customer Service Representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSRs are genuinely excited to help customers. Theyre patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they dont have enough information to resolve customer complaints.

**Responsibilities:**

* Manage large amounts of incoming calls

* Generate sales leads

* Identify and assess customers needs to achieve satisfaction

* Build sustainable relationships and trust with customer accounts through open and interactive communication

* Provide accurate, valid and complete information by using the right methods/tools

* Meet personal/customer service team sales targets and call handling quotas

* Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

* Keep records of customer interactions, process customer accounts and file documents

* Follow communication procedures, guidelines and policies

* Take the extra mile to engage customers

* Help clients devise scripting strategy that meets marketing goals.

* Research and copywriting

* Communicate with voice talent on delivery style, pronunciations and pace.

* Interact with studio and deployment teams to ensure accurate mixing and timely distribution of productions.

* Perform various administrative duties related to account maintenance and management.

* Manage workload through NetSuite and adheres to established project management processes

* Collaborate with teammates across departments, implement customer feedback, innovate on strategies, and help develop best practices.

* Confidently balance daily and weekly deadlines with department initiatives, utilizing multiple tools.

* Perform all other duties as assigned.

Requirements

**Qualifications:**

* Bachelors degree in English, advertising, marketing, communications preferred.

* Excellent writing and communications skills (sentence structure, grammar, varied vocabulary, spelling, style, strong typing speed with high accuracy, and attention to detail).

* Strong problem solving skills and thought leadership.

* Proven customer support experience or experience as a Client Service Representative

* Track record of over-achieving quota

* Strong phone contact handling skills and active listening

* Familiarity with CRM systems and practices

* Customer orientation and ability to adapt/respond to different types of characters

* Excellent communication and presentation skills

* Ability to multitask, prioritize, and manage time effectively

* Ability to work in a rapidly changing environment.

* Ability to manage multiple projects to completion and meet deadlines.

* Proven ability to work effectively with customers, contractors and internal stakeholders.

* Ability to effectively deal with customer requirements and demands.

* Experience with robust CRM systems and solid PC skills including usage of the full G-Suite preferred.

**Physical Demands:**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to handle or feel; reach with hands and arms; talk or hear; and smell. The employee is required to sit the majority of the day. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

**Work Environment:**

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work is performed in a typical office environment.

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