Customer Service Liaison

2 days ago


Covington, Louisiana, United States Netchex Full time
Job Summary:

As a key member of the Netchex team, you will play a vital role in ensuring exceptional customer experiences. Your primary responsibility will be to provide top-notch support to our clients, addressing their inquiries, resolving issues, and delivering timely updates.

Key Responsibilities:
  • Client Interaction Management: Deliver outstanding client service by handling inbound calls, chats, and providing updates to cases in a timely manner.
  • Customer Needs Identification: Identify customers' needs, clarify information, and research any issues they may have. Provide solutions within the Netchex system and/or alternative avenues if necessary.
  • Record Keeping: Maintain clear and comprehensive records of all conversations in our contact management database.
  • Continuous Learning: Attend training opportunities to enhance your knowledge and improve performance.
  • Meeting Targets: Strive to meet both qualitative and quantitative targets set for yourself or your team.
  • Client Guidance: Provide guidance over the phone, send instruction documents, and guide clients to self-service portals.
  • Client Response Coordination: Coordinate with other client service representatives and/or various departments within Netchex to ensure client requests are handled appropriately and in a timely manner.
  • Flexibility: Perform other duties as assigned.
Qualifications:
  • Technology: Proficient computer skills with the ability to learn new software.
  • Experience: Previous experience in a customer service role is preferred.
  • Communication: Strong verbal and written communication skills, along with active listening. Able to de-escalate customers while resolving their dissatisfaction.
  • CRM Familiarity: Knowledge of CRM systems and practices.
  • Adaptability: Ability to adapt to different personality types and handle various customer situations.
  • Time Management: Effective multitasking, prioritization, and time management skills.
  • Education: High school diploma.


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