Support Services Representative

2 weeks ago

Hartford County, United States Tyler Technologies Full time

Description

The Customer Support Representative (CSR) is required to solve problems, ask probing questions to understand the customer’s inquiry, and achieve a high first-call-resolution percentage. Specifically, this position is responsible for interacting with and serving customers to include resolving customer inquiries and assisting them in using various web-based services, login issues, and answering questions about government programs. This position is also responsible for accurately processing incoming agreements, securely handling billing information, and other duties as assigned. 

Responsibilities 

Day-to-Day:  Processing of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat conversations  Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns.  Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in Customer Relationship Management system.  Review and process documents for compliance with established regulations  Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures.  Demonstrate commitment to customer satisfaction and always interact with customers in a professional and courteous manner.  Solve technical problems with minimal supervision.  Navigate a computer effectively and learn to use and support multiple web-based systems quickly. Provide accurate and complete information to meet customer needs and achieve satisfaction.  Work with supervisor to stay updated on product knowledge and company policies and procedures, and effectively handle changes in any of these areas.  Compile and report feedback on customer satisfaction  Other Responsibilities Assigned by Manager 

Qualifications: 

Undergraduate/associate degree or minimum two years of related work experience  Outstanding verbal and written communications skills  Strong analytical thinking and problem-solving skills  Well versed in Internet usage including various browsers, settings, and maintenance  Understanding of Microsoft Office Applications  Strong organizational and prioritization skills  Knowledge of payment processing and/or knowledge of financial reporting a plus  Willingness to define new operational processes or procedures when the customer service team must take on new operational duties.  Works well with others in a team environment.  Strong phone handling skills and active listening  Ability to multi-task, prioritize and manage time effectively.  Exceptional communication and public relations skills with strong phone/email contact abilities  Active listener who can quickly discern customer’s needs.  Preferred experience with month-end close, CDB billing, and invoice procedures.  Maintains a positive attitude and effectively delivers a positive outlook/message in various circumstances.  Demonstrates a polite, tactful, and friendly attitude, fostering a supportive work environment.  Join our team and lead the way in providing exceptional customer support while building a positive and dynamic work environment. Together, we will drive our organization towards greater success and customer satisfaction.

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