A Customer service representative (CSR) acts as a liaison, providing product/services information and resolving any emerging problems our customers may face with accuracy and efficiency. The best CSRs are patient, empathetic, and passionately communicative with Customers. CSRs advocate for Customers’ situations when necessary. CSRs gather Customer feedback for Company use. CSRs problem solve, with regular troubleshooting and investigating customer complaints.
Responsibilities and Duties
The Customer Service Representative must be able to:
· Manage a large amount of incoming calls
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Meet personal/customer service team sales targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines, and policies
Qualifications
Education:
· High School Diploma or GED
Experience:
Previous experience in billing, customer service, or another related field preferred
Track record of over-achieving quota
Specific Skills:
Must be Bilingual (Spanish)
Strong phone contact handling skills and active listening
Familiarity with CRM systems and basic computer skills
Customer orientation and ability to adapt/respond to different types of characters
Ability to multi-task, prioritize, and manage time effectively