Interfaces with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
Verifies contacts and account information.
Examines customer problems and implements appropriate corrective action to respond to customer requests.
Escalates queries/requests for action as appropriate to Supervisor and/or appropriate party/field locations for immediate action.
Maintains and creates logs, reports, records, and files.
Investigates, coordinates, and tracks a wide range of customer issues and problems.
Makes proactive calls to determine accounts requiring close attention, identifies problems and works through to resolution.
May interface with offshore call center to answer questions on process or specialized situations.
May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
May do order fulfillment. Receive orders, reconcile information, update systems, and follow up with customers.

High School diploma or equivalent required
Generally, has 2+ years of generally related customer service experience
General knowledge of assigned area’s products and customer service activities.
Proficient MS Office skills
Must be able to navigate a computerized data entry system or other relevant applications.
Strong verbal and written skills
Customer Service skill including adaptability, attention to detail, patience, and problem solving.

Customer Service Representative

Key skills