Customer Service Advocate II

4 weeks ago


Charleston, United States Spectraforce Technologies Inc Full time

Title: Customer Service Advocate II
Location: Charleston, SC, 29405
Duration: 3 months assignment (Contract to Hire)
Shift:
( Monday- Friday 8 am to 5 pm)

Note:

  • Interview conducted.
  • Onsite Only (Must Be a Local Candidate)

Duties:

  • Provides prompt, accurate, thorough, and courteous responses to all customer inquiries.
  • Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures.
  • Performs research as needed to resolve inquiries. •60% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries.
  • Handles situations which may require adaptation of response or extensive research.
  • Accurately documents inquiries.
  • 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries.
  • Coordinates with other departments to resolve problems. Responds to, research and/or assists with priority inquiries and special projects as required by management.
  • 10% Provides feedback to management regarding customer problems, questions, and needs.
  • Maintains accurate records on complaints and/or other customer comments and makes recommendations for changes to management.
  • Follows through on complaints until resolved or reports to management as needed.
  • 10% Maintains basic knowledge of quality work instructions and company policies.
  • Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.
  • Maintains all departmental productivity, quality, and timeliness standards.
  • 5% Assist with the training of new employees and cross training of coworkers.


Skills:

  • Required Skills and Abilities: Excellent verbal and written communication skills.
  • Proficient spelling, punctuation, and grammar. Strong human relations and organizational skills.
  • Ability to handle high stress situations. Good judgment.
  • Ability to handle confidential or sensitive information with discretion.
  • Ability to learn and operate multiple computer systems effectively and efficiently.
  • Required Software and Tools: Basic computer operating skills. Standard office equipment.
  • Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment.

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