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Customer Support Specialist

2 months ago

Covington, Louisiana, United States Netchex Full time
Position Overview: As a Client Service Representative at Netchex, you will serve as a crucial connection between our organization and our valued customers. Your primary responsibility is to ensure customer satisfaction by effectively addressing concerns, resolving issues, and managing inquiries.

Core Responsibilities:
  • Client Interaction Management: Provide exceptional service by managing inbound communications, including calls and chats, while delivering timely updates on ongoing cases.
  • Customer Needs Assessment: Recognize and understand customer requirements, clarify details, and investigate any issues they may encounter. Offer solutions using the Netchex system or other appropriate methods.
  • Documentation: Keep detailed and accurate records of all interactions in our customer relationship management database.
  • Ongoing Development: Participate in training sessions to enhance your expertise and improve your performance.
  • Target Achievement: Aim to meet both qualitative and quantitative performance metrics established for you or your team.
  • Client Guidance: This may involve providing assistance over the phone, sending instructional documents, or directing clients to self-service resources.
  • Client Coordination: Collaborate with fellow client service representatives and various departments within Netchex to ensure that client requests are addressed promptly and effectively.
  • Adaptability: Perform additional tasks as required.
Required Qualifications:
  • Technical Skills: Proficient in computer applications with the capability to learn new software systems.
  • Experience: Prior experience in a customer service capacity is advantageous.
  • Communication Skills: Excellent verbal and written communication abilities, coupled with active listening skills. Capable of de-escalating customer issues while resolving dissatisfaction.
  • CRM Knowledge: Familiarity with customer relationship management systems and best practices.
  • Flexibility: Ability to adjust to various personality types and manage diverse customer scenarios.
  • Time Management: Strong multitasking, prioritization, and organizational skills.
  • Educational Background: A high school diploma is required.