Provide education and assistance to internal and external customers
Act as a first point of contact in addressing complex and escalated customer concerns
Respond to routine and complex telephone or written inquiries
Maintain and organize correspondence to ensure consistent, accurate and professional responses
Document performance opportunities acquired through escalated calls or frequent agent interactions
May create and manage assignments of monthly audit inventory
Assist in identifying technical issues through problem duplication and manipulation of customer data

Two to four years customer service experience handling complex issues in a high volume environment
One year taking ACD calls within a call center environment
Demonstrated effective written communication skills including business writing, grammar, punctuation in order to correspond with customers via letter, email and webchat
Demonstrated ability to work independently and within a team with minimal supervision; takes initiative to effectively carry out responsibilities
Demonstrated ability to effectively communicate and/or coach as necessary with all levels of employees; possesses strong interpersonal skills
Demonstrated ability to learn, support change management and assimilate new information quickly
Excellent problem solving, critical thinking and effective negotiation skills
Ability to work at a computer at least 90% of the time
Ability to work within multiple complex systems to extract information needed to support customers

Customer Support

Key skills