Tier I Customer Service Representative

Aventiv Technologies is a company focused on customer service solutions. They are seeking a Tier I Customer Service Representative to handle incoming customer calls, provide troubleshooting, and document incidents in their tracking system.

Responsibilities:

• Responsible for customer request and incident reports processing
• Provide the necessary preliminary information for escalation to the Tier 2 Associates as needed
• Assist in executing and/or managing special projects for the department
• Build customer relationships with the support center
• Respond to all inquiries and issues in a consistently efficient, professional, and accurate manner while offering the highest level of service to all customers. Meet productivity requirements based on business needs
• Proficiency in utilizing company systems and products
• Maintain high proficiency in interpersonal skills, including written and verbal communication, to work with a broad range of customers
• Take on additional special projects, as necessary
• Document all customer correspondence
• Maintain project status log
• Perform other related duties as assigned or required

Requirements:

• High school diploma or GED
• Previous experience involving customer contact, technical support, or customer relations
• Excellent communication and interpersonal skills
• Ability to interface with internal and external partners and to manage projects is required
• Strong organizational and time management skills
• Ability to work on many projects simultaneously
• Ability to set priorities and work independently with strong initiative
• Must take initiative, ownership and accountability for business and react quickly with a strong sense of urgency
• Ability to make sound decisions with minimal guidelines
• Proficiency with Microsoft CRM, Word, PowerPoint, and Excel
• Associate degree in related field of study
• 1 year of previous Technical support/ Help-desk experience
• Previous call center experience