Customer Service Representative

4 days ago

Seattle, Washington, United States Aquent Full time
About the Role

Aquent is seeking a highly skilled and dedicated Customer Service Representative to join our team. As a key member of our customer-facing team, you will be responsible for providing exceptional service to our clients, ensuring their needs are met, and resolving any issues that may arise.

Key Responsibilities
  • Manage Incoming Communications: Handle and manage incoming phone calls and emails, providing prompt and effective responses to customer inquiries.
  • Sales Support: Identify opportunities to generate sales leads and upsell products to meet customer needs.
  • Customer Needs Assessment: Actively listen to customers to understand and assess their needs, ensuring satisfaction and fostering long-term relationships.
  • Trust and Relationship Building: Build sustainable relationships and trust with customer accounts through open, empathetic, and interactive communication.
  • Accurate Information Delivery: Provide accurate, valid, and complete information to customers by utilizing the right tools and methods.
  • Performance Metrics: Meet personal and team sales targets, and manage call handling quotas.
  • Complaint Resolution: Address and resolve customer complaints by providing appropriate solutions and alternatives within time limits, and follow up to ensure complete resolution.
  • Record Keeping: Maintain detailed records of customer interactions, process accounts, and document any actions taken in CRM systems such as Zoho.
  • Adherence to Guidelines: Follow communication procedures, guidelines, and policies to maintain high service standards.
  • Proactive Engagement: Take the extra mile to engage customers and ensure their satisfaction.
Requirements
  • Proven Experience: Proven experience in customer support or as a Client Service Representative.
  • Call Handling and Sales Quotas: Demonstrated ability to meet call handling and sales quotas.
  • Strong Phone Contact Handling Skills: Strong phone contact handling skills and active listening abilities.
  • CRM Systems: Familiarity with CRM systems and practices, such as Zoho.
  • Customer-Oriented Approach: Customer-oriented approach with the ability to adapt/respond to different types of characters.
  • Excellent Communication and Presentation Skills: Excellent communication and presentation skills.
  • Microsoft Office Suite: Proficiency in Microsoft Office Suite and ability to create email correspondence.
  • Time Management: Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
  • Willingness to Learn: Willingness to learn new systems, including Ring Central phone system, and adhere to remote work best practices.
  • Education: High school diploma or equivalent required.
Preferred Skills
  • Complex Issue Handling: Experience with handling and resolving complex customer issues.
  • Remote Working Practices: Knowledge of remote working practices, including secure Wi-Fi and maintaining a quiet work environment.
  • Web Product Setup: Familiarity with web product setup and safety video reviews.
Physical Requirements
  • Sitting for Extended Periods: Ability to sit for extended periods of time.
Compensation

The target hiring compensation range for this role is $27.00 to $30.00 per hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

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