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Customer Service Representative

2 months ago

Meridian, Idaho, United States Western States CAT Full time
{"title": "Customer Communication Associate", "description": "Job Summary

We are seeking a highly skilled Customer Communication Associate to join our team at Western States CAT. As a key member of our customer service team, you will be responsible for providing world-class customer communication by acting as the first point of contact for internal and external customers.

Key Responsibilities
  • Relay incoming and outgoing calls based on call type and customer needs to ensure world-class communication.
  • Work with customers and employees to answer questions and escalate complaints.
  • Operate multi-line telecommunications systems and answer calls in a timely and professional manner.
  • Obtain details of customer issues and/or complaints as needed and ensure customer issues are handled by the appropriate party.
  • Follow up on resolution as appropriate and escalate non-standard or difficult calls to the Customer Communication Supervisor as needed.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Meet or exceed customer care and quality standards.
  • Perform clerical duties as needed and assigned, such as data entry, typing, customer follow-up, etc.
  • Adhere to all customer care standards and actively care and advocate for safety at Western States.
  • May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.
  • Work within and promote corporate vision, mission, and values of the organization.
  • Perform other duties as assigned.
Requirements
  • Ability to develop and maintain effective working relationships with others.
  • Knowledge and use of all Microsoft computer products (Word, Excel, Outlook) or other comparable systems.
  • Knowledge and use of multi-line telecommunications systems.
  • Excellent listening and verbal communication skills.
  • Ability to remain calm and de-escalate conflict.
  • Ability to use logic and reasoning to problem solve and provide excellent customer care.
Education and Experience
  • Proof of high school diploma or General Education Degree (GED).
  • Minimum six months equivalent experience using a multi-line telecommunication system to provide world-class customer service to external and internal customers preferred.
  • Must be able to communicate (speak, read, comprehend, write in English).
Physical Characteristics
  • Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching, pushing, pulling, leaning, and twisting.
  • Must be able to meet all safety requirements for applicable safety policies.

We are an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. We are committed to providing a safe and inclusive work environment for all employees.

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