Support Services Representative
Description
The Customer Support Representative (CSR) is required to solve problems, ask probing questions to understand the customer’s inquiry, and achieve a high first-call-resolution percentage. Specifically, this position is responsible for interacting with and serving customers to include resolving customer inquiries and assisting them in using various web-based services, login issues, and answering questions about government programs. This position is also responsible for accurately processing incoming agreements, securely handling billing information, and other duties as assigned.
Responsibilities
- Processing of incoming customer inquiries promptly and efficiently through unscripted telephone, email, and chat conversations
- Resolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concerns.
- Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in Customer Relationship Management system.
- Understand and determine the cause of problems quickly and apply the proper solution.
- Review and process documents for compliance with established regulations
- Execute online transactions and handle payment and other sensitive information securely and in accordance with company policies and procedures.
- Demonstrate commitment to customer satisfaction and always interact with customers in a professional and courteous manner.
- Solve technical problems with minimal supervision.
- Navigate a computer effectively and learn to use and support multiple web-based systems quickly.
- Provide accurate and complete information to meet customer needs and achieve satisfaction.
- Work with supervisor to stay updated on product knowledge and company policies and procedures, and effectively handle changes in any of these areas.
- Compile and report feedback on customer satisfaction
- Other Responsibilities Assigned by Manager
Qualifications:
- Undergraduate/associate degree or minimum two years of related work experience
- Outstanding verbal and written communications skills
- Strong analytical thinking and problem-solving skills
- Well versed in Internet usage including various browsers, settings, and maintenance
- Understanding of Microsoft Office Applications
- Strong organizational and prioritization skills
- Knowledge of payment processing and/or knowledge of financial reporting a plus
- Willingness to define new operational processes or procedures when the customer service team must take on new operational duties.
- Works well with others in a team environment.
- Strong phone handling skills and active listening
- Ability to multi-task, prioritize and manage time effectively.
- Exceptional communication and public relations skills with strong phone/email contact abilities
- Active listener who can quickly discern customer’s needs.
- Preferred experience with month-end close, CDB billing, and invoice procedures.
- Maintains a positive attitude and effectively delivers a positive outlook/message in various circumstances.
- Demonstrates a polite, tactful, and friendly attitude, fostering a supportive work environment.