Buyer Care Specialist I / Customer Service Representative

The Customer Service Representative interacts directly with potential, new and existing clients. They work to provide quality experience in every step of the client’s journey, resulting in increased client satisfaction and account retention for the company.

Job Summary

The Customer Service Representative interacts directly with potential, new and existing clients. They work to provide quality experience in every step of the client’s journey, resulting in increased client satisfaction and account retention for the company. The Customer Service Representative will serve client inquiries, registration, transaction processing, account access and updates, and resolution of client issues/concerns. This role will follow up on client cases utilizing our client relationship management system to ensure client inquiries and requests are handled completely and in a timely manner.

Key Characteristics

• Strong phone presence and interpersonal skills in handling inbound and making outbound calls while delivering a consistently positive client experience.
• Must have strong and clear communication skills with an ability to use positive language and listen attentively
• Remains calm under pressure and works collaboratively with clients and internal team members to address and serve the client’s needs
• Works with high accuracy and manages time efficiently

Duties/Responsibilities

• Respond to and process all client calls promptly and professionally
• Determine the nature of each call and identify client needs by listening carefully, researching client records, and asking appropriate questions for clarification
• Communicate clearly and respectfully with callers, restating information when necessary to ensure the client’s understanding
• Acknowledge and resolve client concerns; promptly escalate complaints when needed
• Process transactions, information, requests, and payments efficiently and accurately
• Keep records of client interactions, transactions, comments, and complaints by recording clear, complete, and concise documentation in case management logs
• Attend and collaboratively participate in staff meetings and training sessions

Knowledge, Skills, and Abilities

• Ability to work independently and within a team
• Good problem-solving skills and willingness to ask for guidance when needed
• Good judgment and independent decision making within assigned authority levels
• Positive attitude and excellent interpersonal and listening skills; demonstrates effective client care with all clients consistently and equally
• Effectively communicate in English (verbal and written)
• Efficient and accurate use of systems and tools

Education and Experience Required

• High School Diploma or Equivalent (must have English CXC/GCE), Associate Degree preferred
• One to two years of customer service experience in a contact center
• Demonstrated understanding and use of computer-based tools and programs