Senior Customer Support Representative

1 week ago


Charlotte, North Carolina, United States IMS People Full time
Job Overview

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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