Communicate with customers via telephone and other electronic communication methods
Multi-task between phone volume, live chats, and email
Prioritizing communication to meet time service objectives
Respond to client/applicant inquiries and conduct investigations to resolve client concerns
Proactively place calls to clients to report status and/or gather necessary information to complete orders
Follow up on outstanding client exceptions and inquiries
Become a Subject Matter Expert (SME) on company product
Maintain a high standard of customer service and rapport with our clients
Work closely with other departments such as Operations, Implementations, Sales, and Account Management to help build and retain client partnerships
Perform other clerical, administrative or customer-oriented projects/tasks as assigned

High School Diploma or equivalent
Minimum six (6) months of experience in a customer service role
One (1) year experience working in background industry (preferred)
Excellent customer service skills
Positive attitude and team player mentality
Strong sense of urgency
Detail oriented, organized, adept in time management, and able to multi-task
Exceptional written and oral communication skills
Strong interpersonal skills
Understanding of professional etiquette and ability to demonstrate professionalism in all communication styles (written, verbal, etc.)
Determination to overcome obstacles with a “can do” approach
Ability to adapt to change and able to remain calm in stressful situations
Trustworthiness to handle confidential information
Proficiency in Microsoft Office Suite applications

Customer Success Representative

Key skills