Customer Care Representative (PF)

Customer Service San Francisco, California

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Description

Position at BlackBear Corporate

*** DO NOT APPLY!  THIS IS A TEST JOB POSTING

 

Customer Service Representative Job Description

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction. 

Requires a high school diploma or equivalent and 0-3 years of experience in the field or in a related area. Has knowledge of commonly-used concepts, practices, and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision. Primary job functions do not typically require exercising independent judgment. Typically reports to a supervisor or manager. The target is to ensure excellent service standards and maintain high customer satisfaction. 

Job functions: 

  • Open and maintain customer accounts by recording account information 

  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution 

  • Maintain financial accounts by processing customer adjustments 

  • Recommend potential products or services to management by collecting customer information and analyzing customer needs 

  • Prepare product or service reports by collecting and analyzing customer information 

  • Contribute to team effort by accomplishing related results as needed 

  • Manage large amounts of incoming calls 

  • Generate sales leads 

  • Identify and assess customers' needs to achieve satisfaction 

  • Build sustainable relationships of trust through open and interactive communication 

  • Provide accurate, valid, and complete information by using the right methods/tools 

  • Meet personal/team sales targets and call handling quotas 

  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution 

  • Keep records of customer interactions, process customer accounts, and file documents 

  • Follow communication procedures, guidelines, and policies 

  • Go the extra mile to engage customers 

  • Resolve customer complaints via phone, email, mail, or social media 

  • Use telephones to reach out to customers and verify account information 

  • Greet customers warmly and ascertain problem or reason for calling 

  • Cancel or upgrade accounts 

  • Assist with placement of orders, refunds, or exchanges 

  • Advice on company information 

  • Take payment information and other pertinent information such as addresses and phone numbers 

  • Place or cancel orders 

  • Answer questions about warranties or terms of sale 

  • Act as the company gatekeeper 

  • Suggest solutions when a product malfunctions 

  • Handle product recalls 

  • Attempt to persuade a customer to reconsider cancellation 

  • Inform customer of deals and promotions 

  • Sell products and services 

  • Utilize computer technology to handle high call volumes 

  • Work with the customer service manager to ensure proper customer service is being delivered 

  • Closeout or open call records 

  • Compile reports on overall customer satisfaction 

  • Read from scripts 

  • Handle changes in policies or renewals 

  • Resolve customer complaints via phone, email, mail or social media 

Requirements: 

  • Proven customer support experience 

  • Track record of over-achieving quota 

  • Strong phone contact handling skills and active listening 

  • Familiar with CRM systems and practices 

  • Customer orientation and ability to adapt/respond to different types of characters 

  • Excellent communication and presentation skills 

  • Ability to multi-task, prioritize and manage time effectively 

  • High school diploma or equivalent; college degree preferred 

Customer service representative top skills & proficiencies: 

  • Customer Service 

  • Product Knowledge 

  • Quality Focus 

  • Market Knowledge 

  • Documentation Skills 

  • Listening Skills 

  • Phone Skills 

  • Resolving Conflict 

  • Multitask 

  • Patience 

  • Negotiation 

  • Positive Attitude 

  • Attention to Detail 

  • People-Oriented 

  • Analysis 

  • Problem Solving 

  • Organizational Skills 

  • Adaptability 

  • Ability to Work Under Pressure 

  • Computer Skills

  

  

  

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