Customer Service Representative (CSR)

Consensus Cloud Solutions is a leading digital cloud fax and interoperability solutions organization, focusing on connecting healthcare providers and technology innovators. The Customer Service Representative will be responsible for providing technical support to customers, assisting with service issues, and ensuring a high level of customer satisfaction.

Responsibilities:

• Responsible for customer technical support, calls, and emails efficiently, accurately and in a professional manner using excellent customer service skills
• Responsible for contacting customers in regards to service issues specifically with a view to retaining customers or checking for potential fraud
• Responding to chats and emails as required
• Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers’ technical problems and seeing these through to completion
• Maintain client work schedule and service level requirements
• Identifies and records all customer calls and provides troubleshooting aids to assist colleagues in solving problems for the future
• Provides comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor
• Report accurately on calls inbound and outbound, record calls and call details on company systems
• Fulfill special project requests, and support porting or HP as required
• Ability to work flexible work hours
• Follow up on customer escalations
• Perform other duties and responsibilities as required, assigned, or requested. Consensus reserves the right to add or change duties at any time

Requirements:

• 2+ years experience in a customer technical support inbound call center environment
• 2+ Years experience resolving basic user related technical problems with directions given over the telephone or via email
• Excellent communication skills
• Superior problem solving skills
• Proficiency in Salesforce
• Experience resolving basic user related technical problems with directions given over the telephone
• Ability to work both independently and as part of a team is a must
• Cross functional skills in supporting customers via chat and email
• Experience supporting added areas of support functions, examples could include special projects, porting, HP support etc
• IOS experience is a plus
• HTML experience a plus
• Active, transferable U.S. Security clearance at the Public Trust level or higher preferred