Customer Service Representative III Night Shift
1 month ago
We are seeking a highly skilled Customer Service Representative III to join our team at ASP Web Solutions. This is a pivotal role within our Contact Center who receives, investigates, and resolves customer inquiries originating from various communication channels.
The ideal candidate will respond to customers using their preferred method of communication and do so in a courteous and timely manner. The efficient utilization of various software applications is an essential part of this role, including internal and external websites, telephone systems, CRM applications, and other resources.
The Customer Service Representative III will enter applicable supporting information into systems and web forms on an application via computer. All transactions must be conducted accurately, courteously, and in a timely manner.
Responsibilities- Respond to customer inquiries via phone, e-fax, email, chat, and other communication channels
- Investigate and resolve customer complaints in a timely and courteous manner
- Utilize software applications, including internal and external websites, telephone systems, CRM applications, and other resources
- Enter supporting information into systems and web forms on an application via computer
- Conduct transactions accurately, courteously, and in a timely manner
- High School Diploma (minimum)
- Associates degree (preferred)
- Four (4) years, or three (3) years with associates degree, or two (2) years with bachelor's degree related experience in customer service and responding to requests for information, contact center experience preferred
- Ability to maintain a Secret Clearance
- Ability to quickly gain rapport with customers, identify customer concerns, and leverage documentation and CRM systems to address customer requests
- Knowledge of current CRM systems
- Knowledge of printer functions, connectivity, and understanding of basic printer/scanning troubleshooting
- Proficient in both oral and written communication to communicate effectively with others and explain complex actions taken in regard to customers' service requests
- Willingness to work under supervision and in a team environment
- Experience with documentation using acceptable business methods
- Proficient with Microsoft Office programs
The contractor shall remain trained in current, next generation, and any future COTS technologies used by Department of the Navy at no additional cost to the Government.
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