Customer Service Representative

Infojini Inc is seeking a Customer Service Representative for a 100% remote position. The role involves performing various customer service duties, including resolving customer queries, maintaining logs, and coordinating with other departments to ensure customer satisfaction.

Responsibilities:

• 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 Field locations for immediate action
• Maintains and creates logs, reports, records and files
• Investigates, analyzes, coordinates and tracks complex 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, track on spreadsheets, and follow up with customers
• Individual is responsible for adhering to Client Corporation's and department's compliance and information security policies, practices, and procedures in the performance of the role
• Calls and issues are predominantly routine, but may require deviation from standard screens, scripts and procedures
• May assess needs and suggest/promote alternative products and services
• Follows established company/department guidelines/procedures and may make recommendations to department policies and procedures
• Errors are easily detected and corrected but may cause moderate loss of time or customer/user dissatisfaction
• Coordinates with other functions/departments as required

Requirements:

• General knowledge of company products and customer service activities
• Proficient MS Office skills
• Must be able to navigate a computerized data entry system or other relevant applications
• 1-2 years related experience
• High School diploma or equivalent