Senior Customer Support Representative
1 week ago
Senior Customer Support Representative
Hybrid Work Environment
Position Summary:
- Engages with clients; provides detailed information in response to inquiries regarding accounts, offerings, and services.
Key Responsibilities:
- Addresses and resolves customer grievances.
- Responds to client inquiries concerning products or services and their operation or maintenance.
- Processes orders and applications, offering insights about pricing, service modifications, terminations, and shipping details.
- The nature of products and services requires a level of expertise typically gained through two years of relevant education, training, and/or experience.
- Communicates with both internal and external clients via phone or in person to ensure optimal service delivery.
- Consults with clients to gather information and clarify available services.
- Investigates and rectifies discrepancies, referencing customer and company records.
- Conducts program data management tasks as necessary, including generating reports and updating information.
- Adjusts billing complaints or service issues as required.
- Escalates product or service failure complaints to the relevant departments for further investigation.
- Coordinates client service requirements with other departments to ensure comprehensive customer support.
- May promote the sale of additional services or products.
- May visit client locations to obtain orders or resolve issues.
Qualifications:
- High School Diploma or GED equivalent.
- 5-7 years of relevant experience.
- Proficient in Microsoft Word, Outlook, and Excel.
- Strong problem-solving skills and the ability to work independently.
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