Client Support Specialist
1 week ago
Position Summary:
The Customer Service Representative role acts as a crucial link between Talus Payments and its clientele, managing both incoming and outgoing customer interactions through calls, chat, and written communication. An ideal candidate will possess exceptional verbal and written communication abilities, take ownership of resolving customer inquiries, and prioritize customer satisfaction in every action.
Key Responsibilities:
- Exhibit a positive and proactive attitude
- Handle a high volume of inbound and outbound calls efficiently
- Adhere to communication protocols for specific subjects
- Quickly assess client needs and offer effective solutions
- Identify opportunities to introduce additional products and services to enhance client value
- Foster lasting relationships and engage customers by exceeding expectations
- Document all interactions in the call center database clearly
- Assist in implementing process improvements as directed by leadership
- Participate in ongoing training to enhance skills and performance
- Achieve personal and team performance metrics
- Maintain key performance indicators such as response times for emails and tickets
- Ensure compliance with company policies and procedures
Essential Qualifications:
- High School Diploma or equivalent
- A minimum of 3 years experience in a call center environment
- Exceptional verbal and written communication skills
- Proven track record of exceeding performance targets
- Detail-oriented with strong organizational skills
- Able to prioritize tasks and manage multiple responsibilities in a dynamic setting
- Proficient in Microsoft Office Suite
Core Competencies:
- Customer Service: Handle challenging or sensitive client situations with empathy; Respond promptly to client needs; Gather customer feedback to enhance service quality; Meet commitments reliably.
- Initiative: Actively seek opportunities for self-improvement; Offer and request assistance when necessary; Take appropriate independent actions.
- Attendance: Maintain punctuality and reliability; Ensure responsibilities are managed in the event of absence; Arrive on time for meetings and appointments.
- Dependability: Follow directives; Respond positively to leadership guidance; Honor commitments consistently.
- Professionalism: Interact with others in a respectful and engaged manner; Maintain composure under pressure; Treat colleagues and clients with consideration.
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