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Service Excellence Representative

2 months ago

Tampa, Florida, United States Spectrio Full time

Customer Service Representative

Fully Remote Description

Primary Objective:

The Customer Service Representative (CSR) serves as a vital link between the company and its customers, providing essential product and service information while effectively addressing any issues that may arise with customer accounts. The ideal CSR is enthusiastic about assisting customers, demonstrating patience, empathy, and exceptional communication skills. They possess the ability to understand customer perspectives and advocate on their behalf when necessary. Gathering customer feedback is invaluable, and these representatives excel at doing so. Problem-solving is second nature to customer care specialists, who are adept at troubleshooting and seeking additional information when needed to resolve customer concerns.

Responsibilities:

  • Handle a high volume of incoming calls
  • Generate potential sales leads
  • Identify and evaluate customer needs to ensure satisfaction
  • Establish and maintain sustainable relationships with customer accounts through open and interactive communication
  • Provide accurate, valid, and comprehensive information using appropriate methods and tools
  • Achieve personal and team sales targets while meeting call handling quotas
  • Address customer complaints, offering suitable solutions and alternatives within designated timeframes; follow up to ensure resolution
  • Maintain records of customer interactions, process accounts, and organize documentation
  • Adhere to communication procedures, guidelines, and policies
  • Go the extra mile to engage customers
  • Assist clients in developing scripting strategies that align with marketing objectives
  • Conduct research and copywriting tasks
  • Collaborate with voice talent regarding delivery style, pronunciations, and pacing
  • Work with studio and deployment teams to ensure accurate mixing and timely distribution of productions
  • Perform various administrative tasks related to account management and maintenance
  • Manage workload through project management systems while adhering to established processes
  • Collaborate with colleagues across departments, implement customer feedback, innovate strategies, and contribute to best practices development
  • Effectively balance daily and weekly deadlines with departmental initiatives, utilizing multiple tools
  • Perform additional duties as assigned

Requirements:

Qualifications:

  • Bachelor's degree in English, advertising, marketing, or communications preferred
  • Exceptional writing and communication skills, including grammar, vocabulary, spelling, and attention to detail
  • Strong problem-solving abilities and leadership qualities
  • Proven experience in customer support or as a Client Service Representative
  • Demonstrated track record of exceeding performance quotas
  • Excellent phone handling skills and active listening capabilities
  • Familiarity with CRM systems and best practices
  • Customer-oriented mindset with the ability to adapt to various personalities
  • Outstanding communication and presentation skills
  • Ability to multitask, prioritize, and manage time effectively
  • Capacity to thrive in a fast-paced environment
  • Proven ability to manage multiple projects to completion while meeting deadlines
  • Experience working effectively with customers, contractors, and internal stakeholders
  • Ability to address customer requirements and demands effectively
  • Experience with robust CRM systems and proficiency in G-Suite preferred

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, use hands to handle or feel, reach with hands and arms, talk or hear, and smell. The employee is required to sit for the majority of the day. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The work is performed in a typical office environment.