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Client Support Representative
2 months ago
Company: Tailored Management
Work Environment: 100% Onsite with potential for future Hybrid
Schedule: Monday - Friday | 9 am to 5:30 pm PST
Contract Duration: 4+ months with possibilities for extension and conversion
Compensation: $16/hr on W2
Role Overview
As a Customer Service Specialist at Tailored Management, you will serve as a vital link between our organization and our clients, ensuring exceptional service delivery.
Key Responsibilities:
- Adhere to established protocols to consistently meet or surpass Customer Care Standards during every customer interaction.
- Maintain a positive, empathetic, and professional demeanor towards all customers.
- Acquire comprehensive knowledge of our product offerings and operational procedures.
- Ensure complete follow-through on all commitments to achieve one-call resolutions.
- Effectively communicate additional promotions and services available to customers.
- Process customer orders promptly and accurately, minimizing errors.
- Document customer inquiries and issues immediately, facilitating satisfactory resolutions.
- Engage in regular communication with leadership, including Customer Service Supervisors and Managers, to ensure customer expectations are met and issues are resolved efficiently.
- Participate actively in team meetings.
- Engage in continuous training and development to enhance skills and knowledge for improved customer service.
- Deliver high-quality customer service by handling incoming calls and processing orders, addressing customer inquiries and concerns.
- Communicate with clients through various channels, including phone, email, and chat.
- Provide information on additional promotions and services offered.
- Interact with clients in a friendly and professional manner, actively listening to their concerns.
- Offer support and solutions in accordance with company policies.
- Identify and address customer inquiries, complaints, and concerns respectfully and professionally.
- Direct customers to the appropriate departments when necessary and follow up on the status of their inquiries to ensure resolution.
- Work collaboratively with team members and other departments to ensure overall customer satisfaction.
- Achieve a Quality Assurance rating of 90% on interactions.
- Maintain a transaction rate of 8 transactions per hour worked (6 for chat).
- Ensure 85% availability to minimize downtime.
- Achieve a 99% response rate for all interactions.
- Adhere to attendance policies.
- Complete all required training and development activities.
