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Customer Service and Sales Representatives use their excellent communication and interpersonal skills with customers.

Summary:

Customer Service Representatives use their excellent communication and interpersonal skills with customers.  In this role you will receive inbound calls from consumers for assistance with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Customer Service Representatives are problem solvers with good negotiation skills who are self-driven and motivated to meet individual service and sales goals.  

Essential Duties and Responsibilities:

• Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance. 
• Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things. 
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds quickly and effectively to customer questions. 
• Multi tasks to document while speaking with the consumer. 

• Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Meets clients’ specific quality standards. 
• Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly. 
• Promotes positive interactions with others through effective communication with customers and team members.  This includes real-time interaction with leaders for coaching and feedback, verbal engagement with customers, and collaboration with team members and escalation departments.  These interactions may be face-to-face as required by business needs.
• Regular, predictable, and reliable attendance is critical to success in this role.
• Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. 
• Other duties as requested by management 

Competency:

To perform the job successfully, an individual should demonstrate the following competencies:

• Data Entry Accuracy – Good attention to detail and basic computer skills
• Communication Skills - Clear communication with employees and customers
• Background Check – Must be able to successfully pass a criminal background check

Computer Skills:

To perform this job successfully, an individual must have knowledge of:

• Good typing skills
• Ability to navigate multiple computer screens and applications