Customer Support Rep

The Customer Support Representative handles incoming customers calls, serves as a liaison providing product/services information, and troubleshooting and resolving any emerging problems customer accounts might face with accuracy and efficiency.  This role is responsible for ensuring excellent service standards are in place, responding  efficiently to customer inquiries and maintaining  high customer satisfaction in accordance with the company policies and procedures.

Primary Duties & Responsibilities

• Manages large amounts of incoming calls while following the company communication procedures, guidelines and policies.

• Generates sales leads.

• Takes the extra mile to engage customers by identifying and assessing customers’ needs to achieve satisfaction.

• Builds sustainable relationships and trust with customer accounts through open and interactive communication.

• Ensures excellent service standards, responds efficiently to customer inquiries and maintain high customer satisfaction

• Provides accurate, valid and complete information by using the appropriate resources, methods/tools.

• Completes expectations of position in order to meet established personal/customer service team sales targets and call handling quotas.

• Handles customer feedback and complaints, provides appropriate solutions and alternatives within the time limits; follow  to ensure resolution.

• Troubleshoots and investigates if there is not enough information to resolve customer complaints

• Keeps records of customer interactions, process customer accounts and file documents.

• Performs other duties as assigned.

Minimum Education & Work Experience

• High School Degree or equivalent

• Two (2) Years of prior customer support work experience or experience working as a Client Service Representative or related position

Key Skills and Qualifications

• Strong computer skills and experience with MS Office Products (Word, Excel, Powerpoint) and Google Suite.

• Familiarity with CRM systems and practice

• Track record of over-achieving quota

• Strong phone contact handling skills and active listening skills

• Excellent communication (both verbal and written) and presentation skills

• Customer service focussed with the ability to adapt/respond to different types of characters

• Troubleshooting and problem solving ability

• Strong interpersonal skills and able to demonstrate patience, empathy, and ability to be passionately communicative.

• Ability to multitask, prioritize, and manage time effectively

• Proficiency with 10-key typing and data entry.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.

• Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.

• Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.

• Noise level in the work environment is usually moderate.

• Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.