Customer Service Representative

This is a contact center position for one of our major clients we prefer persons who can meet our requirements. This AD is for Wallerfield location only.

Call Center Agent Position:

Responsibilities include:

• Must demonstrate excellent voice quality, inflection and present a professional, courteous, patient demeanor. The ability to maintain a confident, friendly and helpful tone in conversation.
• Demonstrate excellent communication and customer service skills. Taking ownership in assisting, researching, educating and resolving customer issues.
• Solutions Oriented, supporting one-call-resolution. Able to use tools, knowledge, skills and resources to effectively research, provide complete and accurate information with a goal of resolving the customer’s reason for calling.
• Able to understand and implement new information and procedures efficiently and professionally
• Able to understand detailed policies, process steps and procedures. Able to explain information in a manner which is easily understood.
• Excellent computer navigation and data entry skills – Agents will utilize multiple systems to access customer information, research issues, educate and solve the customer’s reason from calling.
• Ability to multi-task efficiently – Able to navigate system and seamlessly converse in a friendly tone.
• Able to de-escalate and handle difficult Customers situations.
• Will handle and hold secure confidential and sensitive customer information
• Open to coaching and feedback focused on call efficiency and continuous improvement in providing an exceptional customer experience.
• Goal oriented - can work in a team environment to meet individual and team Customer Service quality and call handling goals.
• May be asked to assist with other program support including chat, social media, outbound and other support initiatives.

Qualifications/ Experience/ Requirements

• Minimum High school graduate or equivalent, completed CXC / CAPE (English A and 2 other subjects)
• Minimum 6 months of Contact Center or other Customer Service experience
• Excellent computer & web navigation skills
• Accurate data input skills - must work with multiple systems to research, provide basic troubleshooting and resolve customer issues.
• Accuracy and timeliness in entering and confirming information - Type min 25 WPM

• Excellent communication skills – easy to understand – confident & friendly tone
• Handle sensitive and confidential Customer information appropriately