Call Center / Customer Service IV

Job Title: Call Center / Customer Service IV
Job Location: Nashville, TN
Job Duration: 6 Months on W2

Job Description:
Summary:

• Interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints.
• Responsibilities include determining the client's issue, offer possible solutions or providing follow-up as needed.
• May be inbound, outbound or a combination of both.
• Typically has a High School diploma and customer service or call center experience. Skills, include accurate documentation and excellent interpersonal and communication skills.

Education/Experience:

• High School Diploma or GED required
• 2-3 years customer service-related experience required.

Responsibility level:

• Exercises independent judgment with minimal direction from supervisor.

Skills:

• Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills (Required)
• Strong ability to work independently and manage ones time (Required)
• Strong ability to accurately document and record customer/client information (Required) Strong leadership and mentoring skills necessary to provide support and constructive performance feedback (Typically required)
• Previous experience with computer applications, such as Microsoft Word and PowerPoint (Required)

Major Job Duties and Responsibilities:

• Approve the resolution of customers? service or billing complaints by authorizing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Act as escalation point for clients/customers.
• Approve the referral of unresolved customer grievances to designated departments for further investigation.
• Review, monitor and audit records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Obtain and examine all relevant information to assess validity of complaints and to determine possible causes.
• Solicit sale of new or additional services or products.

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