*Customer Service Advisor-PHL
966101 - Customer Service Advisor Responsibilities: Customer Service Responsibilities Percent of time spent in this area: 90% Answers calls, emails, chats and faxes in a professional, timely and appropriate manner. Respond to customer inquiries Research required information using available resources Handle and resolve customer complaints Provide customers with product and service information Enter customer information Process orders (Order entry) Identify and escalate priority issues Route calls, chats, emails and faxes to appropriate resource Follow up customer calls, chats, emails when necessary Effectively investigate/escalate and resolve customer complaints and issues Use of multiple internet based websites Blue Admin (BA) WebsiteAlive Talisma Training Percent of time spent in this area: 5% Attend weekly product training on Avanquest products. Show proficiency in using Avanquest software and pass any quality exams administered during the on-going training program. Miscellaneous activities Percent of time spent in this area: 5% Performs all other duties as designated by Team lead. Requirements: Knowledge of: Basic familiarity with Microsoft Office and other relevant computer applications, Knowledge of customer service principles and practices, knowledge of call center telephony and technology Skills in: Data entry/keyboard skills Moderate Communication skills Excellent Organizational Excellent Listening Excellent Problem Solving Excellent Initiative Excellent Ability to: Multi-task and perform duties with attention to detail and accuracy and with a strong degree of urgency. Prioritize and perform work with detailed supervision. Show teamwork and resilience and adapt to changing work environments. IV. MENTAL AND PHYSICAL DEMANDS MENTAL DEMANDS: Problem solving where development of new solutions, methods and systems will result in a major impact on department's overall success. Implement own recommendations and see projects through to completion. Analyze current methods and procedures, recommend and implement improvements. Mathematical ability sufficient to add, subtract, multiple, divide, figure averages. Ability to communicate effectively by telephone and in group meetings and discussions. Ability to give and receive information accurately. Ability to follow directions and procedures accurately; to organize facts and figures; apply basic arithmetic. Participate in meetings to give and receive information several times a month. Conduct meetings or presentations to explain, negotiate or persuade. PHYSICAL DEMANDS: Occasional sitting, focusing on and operating a personal computer several times a day. Daily sitting, focusing on and operating a personal computer or terminal keyboard to enter data for over 60 minutes at a time. Ability to read printed words and numbers in printed form and on computer/terminal monitor. Communicate by telephone for up to 30 minutes at a time on a daily basis. Stand several times a day for up to five minutes to operate photocopier, FAX machine. Hearing sufficient to clearly hear voices in person and on the in person and on the telephone. Hearing sufficient to clearly hear voices alarms, bells and horns. Performing work through repetitive eye/hand coordination. Ability to distinguish color. Daily standing for up to 15 minutes at a time operating office equipment such as FAX, printer or photocopier. See and distinguish objects or symbols at 20 feet or more and 20 inches or less. Depth perception, peripheral vision, and bringing objects into focus. Write using pen/pencil or personal computer keyboard for up to 30 minutes at a time on a daily basis. V. EQUIPMENT USED AND NECESSARY: Calculator Personal computer or terminal Computer printer FAX Photocopier Telephone Education: Formal education or training required such as degrees, courses of study, certification: BA/BS Degree or equivalent Experience: Previous work experience required for a new hire in this position; indicate type of experience and length of experience. If supervisory experience is required, how many years and at what level? Minimum of six months previous sales/customer service experience, preferably in a related industry.