Customer Service Representative

Position Purpose:  To act as a mediator between Phone Directories Company and our customers and provide our customers with the resources and information needed.

 

  Incoming & Outbound Calls/Voicemail

·  Take incoming calls from customers with questions/concerns regarding their account or place outbound calls in response to written correspondence

·  Take incoming/place outbound calls from residents with questions/requests

·  Respond to voicemail within 24 hours as needed for calls that have been missed

·  Outbound calls to customers and/or sales regarding returned mail to obtain corrected information

  Research/Paperwork/Documentation

·  Research account histories in order to resolve customer concerns/complaints

·  Submit timely and accurate paperwork regarding customer/resident changes/requests or to create account .

·  Create packets containing information on accounts to prevent future issues from occurring.

·  Document all account activity

  In-House Communication/Interaction

·  Contact In-House/Sales Departments to clarify questions/requests and provide account resolution

·  Keep Supervisor informed of escalated/rush account issues and workload status

  Cover for Reception as needed for lunch, breaks, illness, or vacation including greeting guests, answering and directing calls, following security protocol, and distributing incoming faxes

  Other duties as required

 

Working Conditions:

·  The noise level in the work environment is usually moderate.

·  95% sitting, 5% walking/climbing stairs

 

Requirements:High school diploma/GED with a minimum of 1-year customer service telephone experience requiredMust be computer literate with a working knowledge of Microsoft Excel and Word & Email ProgramsTyping speed of at least 30 wpmMust have basic office/clerical skills (copying, faxing, filing, etc.)Must be able to operate office equipment (fax, copier, scanner)Strong telephone etiquette/listening & communication skillsStrong spelling and grammar skillsStrong attention to detailStrong negotiation skills and ability to make accurate/timely decisions within provided guidelines/parametersStrong interpersonal and problem solving skills

·  Demonstrate ability to work effectively under pressure within tight deadlinesExperience working in a team environmentMust have strong multi-tasking and organizational skillsMust be able to concentrate and focus for long periods of timePositive, energetic, professional and works well with othersAble to de-escalate callers in a negative situation

 

Performance Standards:Dependable and punctual attendanceProactive internal feedback to manager and staffDeal with problems quickly and efficiently

·  Deal effectively with others, both internal and externalTimely, accurate, detailed completion of assignmentsAbility to manage time, workload and meet deadlinesBe able to react to change productivelyProfessional/Positive appearance, attitude, and communication at all timesVoicemail should be returned within 24 hours and written correspondence should be responded to within 48 hoursApproximately 40-60 calls per day minimum average expectation90% or higher average accuracy ratings