Analysis Skills, Call Centers, Communication Skills, Computer Skills, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Data Entry, Detail Oriented, Email Technology, High School Diploma, IBM AS-400 Server, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Order Delivery, Order Processing, Performance Metrics, Problem Solving Skills, Resolve Customer Issues, Standard Operating Procedures (SOP), Time Management, Typing, Web Site Monitoring
Description
The Client Services Representative ensures client satisfaction by providing timely, efficient, accurate, and friendly service via telephone and email systems. Requires minimal supervision; must have strong analytical skills. Job functions require independent and creative thinking along with strong problem-solving skills. An ideal candidate will be highly detail-oriented, possess a positive attitude, and have excellent communication skills. Must be willing to work in a challenging, fast-paced environment.
ESSENTIAL FUNCTIONS
- Sort through customer emails, analyze the request and process thru the designed course of action
- Contact customer directly through phone or email to collect information for order processing
- Manually enter orders into appropriate system following the protocols set by management
- Effectively document all communications made with customers while resolving or escalating issues in a timely fashion.
- Effectively communicates difficult/sensitive information tactfully to customers
- Research and resolve inquiries and complaints, including escalated calls, to ensure customer retention and satisfaction
- Assists supervisor with tracking KPI's and SOP's and keeping them up to date
- Communicates with other Dept. & management to resolve problems and expedite work
- Experience with Commerce Hub, SPS and major retailers such as Kohl’s, Target, Wal-Mart, Bed Bath Beyond and other major retailers a plus
- Will be responsible to keep all customer compliance and routing guides up to date
- Navigate thru major retailers routing guides to determine specific requirements which apply to process their orders
- Ability to communicate effectively to a variety of audiences
- Able to work with client specific websites to monitor and process daily orders meeting the delivery time specifications
Required Skills
- Previous customer service/call center and (or) data entry experience preferred
- Typing skills at 25-30 WPM are necessary
- Computer proficiency with MS Office (Word, Excel, and Outlook), Internet is required
- Experience with AS400-ASW system is helpful
Required Experience
- High School Diploma required
- Minimum of 2 years call center/customer service experience is preferred