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Customer Service Representative

1 month ago

Indianapolis, United States Robert Half Full time
Job DescriptionJob Description

We are looking for a Customer Service Representative to join our team in the Payments - Corporate industry, based in Indianapolis, Indiana. As a Customer Service Representative, you will be the first point of contact for our customers, providing high-quality customer service via various channels and assisting with their inquiries. This role offers a contract to hire employment opportunity. ***THIS POSITION REQUIRES YOU TO BE FLUENT IN SPANISH


The shifts we are hiring for are:

Monday - Friday: 1pm - 10pm

Thursday - Monday: 1pm - 10pm

Friday - Monday: 10am - 9pm


Responsibilities

• Handle customer inquiries via phone, email, tickets, and chat, ensuring high-quality customer service at all times.

• Open and manage trouble tickets for specific customer issues, maintaining accurate and up-to-date records.

• Clearly and concisely explain product options and related charges to customers.

• Utilize appropriate customer service systems and tools, including CRM application, to service the customer in a timely manner.

• Assist customers in making payments by phone, and provide them with other payment options.

• Maintain and promote self-service tools such as IVR and Web to customers.

• Inform customers of promotions and new or upgraded products, and provide quotes for these products.

• Encourage customers to utilize prepay options when appropriate.

• Adhere to existing procedures to solve routine or standard problems, seeking guidance and direction from others as needed.

• Monitor customer accounts and take appropriate action as needed.


• Must possess excellent customer service skills, with a demonstrated ability to handle customer queries and complaints.
• Proficient in data entry tasks, with a high level of accuracy and attention to detail.
• Ability to conduct thorough research and present findings in a clear and concise manner.
• Experience in email correspondence, with the ability to effectively communicate with customers via email.
• Knowledge and experience in preparing and providing customer quotes.
• Must have a strong understanding of the payments industry, specifically within a corporate setting.
• Ability to work effectively in a team and contribute to team goals.
• Strong problem-solving abilities and a proactive approach to identifying and resolving issues.
• Excellent communication skills, both written and verbal.
• Must have the ability to multitask and manage time effectively.
• Familiarity with using customer relationship management (CRM) software is advantageous.
• A positive attitude and a customer-oriented approach is essential.
• Must be able to maintain professionalism and patience in high-stress situations.