Customer Service Representative

Customer Contact Services (CCS) is a fast-growing contact center that prides itself on delivering top-quality telephone answering services. The Customer Service Representative is responsible for handling inbound calls, providing exceptional customer service, and ensuring accurate documentation of caller information.

Responsibilities:

• Deliver exceptional customer service to all callers
• Answer incoming calls in a timely manner
• Identify caller’s needs for call resolution
• Adhere to company scripts and procedures to ensure consistency
• Provide customers with product and service information
• Accurately process online reservations
• Accurately document call information and interactions
• Maintain knowledge base of evolving products and services
• Identify and escalate issues to supervisors
• Maintain Quality Assurance standards
• Ongoing training for all CCS client programs and accounts
• Other duties as assigned

Requirements:

• G.E.D. or higher education level
• One year of call center or customer service experience
• Understanding of basic computer hardware, software, and general systems
• Computer navigation & typing skills to manage multiple programs, platforms, and systems
• Ability to identify, understand, and protect confidential information
• Knowledge of customer service principles, including assessing customer needs, meeting quality standards for services, and evaluation of customer satisfaction
• Excellent written communication and documentation skills
• Strong verbal communication skills, including a thorough understanding of the content and structure of the English language, including word meanings, spelling, and grammatical rules
• Strong problem-solving skills and attention to detail
• 20-40 hours per week availability
• Available Saturday or Sunday
• Ability to connect to internet via an ethernet cord (WIFI not permitted)
• Windows 11
• 8 gigs of RAM or more (Installed Physical Memory)
• Intel i3 or AMD Ryzen 3 CPU or better