Customer Support Representative

4 weeks ago


Pompano Beach, Florida, United States Collabera Full time
Job DescriptionCollabera is seeking a skilled Customer Support Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients and ensuring their needs are met in a timely and efficient manner.Key Responsibilities
  • Respond to customer inquiries via phone, email, or chat, providing accurate and helpful information to resolve issues and concerns.
  • Maintain in-depth knowledge of our products and services, including plans, products, services, and procedures.
  • Accurately complete necessary documentation, letters, and forms processing.
  • Conduct quality assurance testing for company software.
  • Research and resolve issues/complaints, determining appropriate resolutions.
  • Educate and influence customers on the value and benefits of our products and services.
  • Identify customer trends and communicate them to appropriate business partners, leaders, and divisions; suggest necessary corrections or changes, and escalate significant issues appropriately.
  • Maintain specific line of business customer service standards and support level standards.
  • Stay current on all changes to customer service policies, procedures, and product/services information to respond to inquiries accurately and consistently.
  • Participate in benefit fairs, open enrollment meetings, and client meetings as needed; availability for occasional overnight travel.
  • Support sales representatives with customer order inquiries, as well as act as a first point of contact for related queries.
Requirements
  • Typically requires 1-2 years of customer service experience in call centers, insurance, manufacturing, software, telecommunications, retail, or eyewear industries.
  • Flexibility to work any shift, including weekends, holidays, and/or overnight.
  • Demonstrated internet knowledge and understanding of basic browser settings.
  • Ability to work with multiple software programs simultaneously.
  • Proficiency in MS Office.
  • Effective verbal and written communication skills for documentation and customer interactions.
  • Excellent interpersonal and rapport-building abilities.
  • Proven problem-solving, negotiation, and decision-making skills.
  • Ability to listen, process transactions, and interact with customers in a fast-paced environment.
  • Appropriate discretion and judgment in applying customer handling guidelines.


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