The Customer Service Representative is responsible for answering merchant inquiries in a high-volume, fast paced call center environment. They are required to meet/exceed merchant expectations and maintain an excellent image for the company. By leveraging probing questions and effective listening skills, the Customer Service Representative will provide superior customer service via phone, e-mail, and fax. This position is required to handle all forms of telephone etiquette such as: call transfers, message taking, call backs, holds, interruptions, and unintentional disconnects. The position will display the highest degree of professionalism and courtesy when speaking with and supporting all customers.
- Answer inbound customer calls professionally while providing prompt, accurate information; route calls to appropriate departments/employees
- Meet statistical requirements for the shift and maintain an acceptable call quality monitor score
- Educate customers regarding various company products/services
- Handle and resolve customer escalations in a proficient, competent manner; follow up on customer issues when necessary
- Research a variety of inquiries using all available tools, systems and resources
- Enter, update and confirm customer data in iWorkflow
- Additional responsibilities as assigned or requested
Skills & Requirements Experience/Requirements
- Bachelor's Degree or equivalent industry experience
- Knowledge of the Payment Card Industry a plus
- Customer service/call center experience, telephone etiquette, company policies/procedures
- Knowledge with Outlook, Excel, and relevant computer applications/systems
- Excellent written and verbal communication skills
- Good data entry and keyboard skills
- Knowledge of administration and clerical processes