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Service Excellence Advisor

2 months ago

Grants Pass, Oregon, United States Computech Full time

Job Title: Customer Service Specialist

Work Arrangement: 100% Onsite with potential for future hybrid work

Work Hours: 8:00 AM to 5:00 PM

Overview:

As a Customer Service Specialist at Computech, you will represent our organization, ensuring that our clients receive outstanding support. Your responsibilities will include managing client inquiries, processing requests, and resolving issues while maintaining a courteous and professional demeanor.

Primary Responsibilities:

  • Follow established protocols and systems to guarantee that Customer Care Standards are consistently achieved or surpassed.
  • Exhibit a positive, empathetic, and professional attitude toward clients at all times.
  • Build and maintain a comprehensive understanding of our product offerings and operational procedures.
  • Ensure complete follow-through on every commitment, striving for resolution in a single interaction.
  • Effectively communicate additional promotions and services to clients.
  • Process client requests courteously, efficiently, and accurately.
  • Document client complaints and concerns promptly, ensuring a satisfactory resolution.
  • Maintain effective communication with the Customer Service Supervisor and Manager, providing regular updates to ensure client expectations are met and issues are resolved in a timely manner.
  • Engage in regular team meetings and ongoing training to enhance skills and knowledge.
  • Perform other duties as assigned by the Manager.

Specific Duties:

  • Deliver quality client service by responding to incoming calls, entering requests, and addressing client inquiries.
  • Communicate with clients through various channels (phone, email, chat).
  • Actively listen to clients, addressing their concerns in a friendly and professional manner.
  • Provide support and solutions in accordance with the company's customer service policies.
  • Identify client questions, complaints, and concerns, providing thorough and respectful answers and solutions.
  • Redirect clients to appropriate departments or teams when necessary and follow up on the status of complaints or questions to ensure resolution.
  • Collaborate with team members and other departments to ensure client satisfaction and product quality.

Performance Goals:

  • Quality Assurance: Achieve a 90% rating on calls, emails, and chat interactions.
  • Transactions Per Hour: Process 8 transactions per hour (6 for chat).
  • Accessibility: Maintain 85% availability, minimizing unnecessary offline time.
  • Answered Interactions: Ensure 99% of client interactions are answered.
  • Attendance: Adhere to the attendance policy.
  • Development & Training: Complete all assigned training and action steps.