Customer Service III

This position is NonExempt. Hours over 40 will be paid at Time and a Half. 3 - 5 year experience required. Takes a high volume of inbound or places outbound calls to provide information and services to customers. Utilizes a database to retrieve customer or company information. Must be able to learn and follow detailed instructions, use a variety of resources and possess good organizational skills to provide accurate information. Follows processes and steps to ensure appropriate actions and follow through taken for customers. Document needs for customers in databases. Must demonstrate patience, tact, empathy and problem solving skills with consistently good voice quality. Can organize and handle calls with speed and accuracy. Must be able to be available to customers for a certain period of time during the day. Can work with complex computer applications and resource materials. Can use multiple operating environments (Windows, DOS, Mainframe). Must have proven skills in the following PC software products Lotus Notes, Excel, MS Word

Main Purpose of the Role

Receives and places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts and procedures with the assistance of a computerized system.
This job handles both inbound and outbound calls, but excludes other surveyed jobs such as Customer Service, Credit/Collections, and Full Account Management.

Main Responsibilities
" List the main responsibilities this role regularly performs.
o The senior level Customer Service Representative will handle enquired regarding complex and/or important products, services and promotions.
o This position will also typically receive and/or place telephone calls which are non-routine and require deviation from standard screens, scripts, and procedures.
o Liaise with sales and technical staff to keep them up-to-date with customer needs.
o May include selling component.
o May answer inquiries, resolve problems, promote and sell products/services, and/or enter or confirm sales.
o Requires general knowledge of company, products, and/or services.
o May assess needs and suggest/promote alternative products or services.
o Requires ability to navigate a computerized data entry system or other relevant applications.

EEO:

Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.