About this role
Role Overview
- Answering inbound telephone calls and providing excellent customer support
- Responding to customer questions and comments via phone, email, and Live Chat and SMS with speed and professionalism
- Responsible for researching and resolving complaints to ensure customer retention and satisfaction
- Follow up on all written correspondence and escalate to customer service manager on duty as necessary
- Coordinate and follow up with other departments to ensure problem resolution and work together with other customer service team members to promote an environment of customer satisfaction
- Handling customer escalations via phone, email, Live Chat and SMS with professionalism and accuracy
- Answering questions and helping customer service representatives who need assistance
- Helping newly hire agents during their training period and allowing them to shadow and observe as they work as necessary
Requirements
- Experience with Microsoft word and excel
- High School Diploma
- Type 50+ words per minute
- 1+ years in Customer Service, help desk or call center experience (Preferred)
- Type 60+ words per minute (Preferred)
- Working knowledge of website navigation (Preferred)