Job Title: Customer Service Representative
Position Summary
Duties and responsibilities include providing a prompt and professional service to clients to ensure efficient operation of the department. Support managers, and clients through a variety of tasks related to organization and communication.
Essential Duties and Responsibilities
- Respond promptly and professionally to client inquiries through phone or email correspondence
- Foster positive relationships with our clients as their primary point of contact
- Maintain an updated knowledge of the organization's products, services, and customer service policies
- Document client interactions when necessary, compiling documents and forwarding information to interested parties
- Resolve client disputes on orders and escalations in a timely manner
- Research account program issues and questions posed by clients using internal resources
- Ensure sustainable client relationships of trust by thoughtfully responding to client inquiries within 24 hours regarding employee recognition program
- Work closely with Data Team in getting problems resolved with data from clients
- Work closely with Implementation Team in getting new accounts, changes, and additions to existing accounts
- Work closely with Finance Team in getting problems resolved with invoices, credits, and rebills
- Submit change requests via case or ticket process to IT, Finance, and Implementation
- Explain simply and clearly in response to client questions and check for client understanding and acceptance
- Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits
- Assist clients by demonstrating programs and answering any questions they may have
- Train clients on how to use the platform
- Demonstrated strong organization skills and attention to detail
- Client oriented and demonstrated ability to adapt/respond to diverse types of personalities - including ability to handle high-pressure situations
- High energy and positive "can-do " attitude; Actively seeks feedback to improve performance
- Participate in training opportunities provided by the organization
- Establish and maintain good rapport with clients by using positive language and anticipating their needs
Education High school diploma or general education degree (GED) required; and a minimum of 3+ years of previous client service experience is required ; or equivalent combination of education and experience with an emphasis in client service.
Skills/Experience - Required: Intermediate ability to effectively follow company policies
- Required: Intermediate ability to write and read correspondence
- Required: Proficiency with Microsoft Office suite of products
- Required: Intermediate ability to create and/or update spreadsheets, and other company documents of various types
- Required: Intermediate ability to demonstrate accuracy and thoroughness
- Required: Intermediate ability to multi-task with accuracy
- Required: Expert customer service skills, over the phone and in person, with our customers and internal departments
- Required: Intermediate efficient time management
- Required: Intermediate decision making
- Required: Intermediate organizational skills
- Required: Ethical conduct
- Required: Intermediate generating of creative solutions
- Required: Excellent verbal communication skills
- Required: Ability to maintain a calm and polite manner in stressful situations
- Required: Ability to analyzing information
- Required: Professionalism
- Required: Time management skills
Physical Demands
To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk and hear. The employee may occasionally be required to crouch. The employee may occasionally lift items as heavy as 25lbs. Specific vision abilities may include the employee's ability to see near distances.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. COMM137