Customer Support Representative
2 weeks ago
Thank you for considering a career opportunity with Northwest LLC. By submitting your application to our Talent Community, your profile and resume will be reviewed by a recruiter when a position becomes available at our Customer Support Center. Applications will be accepted regardless of current vacancies. We encourage applicants to apply directly to any open positions of interest to ensure consideration. By joining our Talent Community, you will be considered for any Customer Support roles that may arise.
Role Overview:
Our Customer Support Representatives are dedicated to delivering exceptional and efficient service to our clients. They utilize various customer databases and provide technical support as needed. The goal is to meet monthly performance metrics while educating clients about our products and services.
Work Schedule:
The Customer Support Center operates Monday through Friday from 8:00 AM to 8:00 PM and Saturday from 9:00 AM to 1:00 PM, remaining closed on regular holidays. Employees can expect to work evening shifts and Saturday hours on a rotating basis. A shift differential is available for hours worked after 5:00 PM.
Key Responsibilities:
- Meet productivity benchmarks and complete tasks promptly.
- Adhere to scheduling and attendance policies.
- Maintain confidentiality of client and company information.
- Achieve service level expectations.
- Provide training for new team members.
- Efficiently resolve customer issues.
- Analyze information and develop alternative solutions.
- Handle challenging customer interactions with professionalism.
- Respond promptly to customer inquiries.
- Communicate clearly and effectively in various situations.
- Educate clients on the advantages of our products and services.
- Demonstrate tact and composure under pressure.
- Strive for accuracy and thoroughness in all tasks.
- Seek opportunities to enhance service quality.
- Exhibit strong listening and interpretative skills.
- Build collaborative relationships with customers in a fast-paced environment.
- Aim for first-call resolution of customer inquiries.
- Follow established call procedures and scripts.
- Support technical products and services.
- Troubleshoot online access issues.
- Document outcomes as required.
- Comply with company policies and applicable regulations.
- Utilize Microsoft Office and department-specific software effectively.
- Collaborate as part of a team.
- Operate on-site equipment as necessary.
Qualifications:
To succeed in this role, candidates must meet the following qualifications:
- High School Diploma or equivalent preferred.
- Associate Degree in a related field preferred.
- Prior customer service experience is advantageous.
- Strong technological proficiency is preferred.
Northwest LLC is an Equal Opportunity Employer. We value diversity and encourage applications from all qualified individuals.
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