Customer Service Representative

Summary:

• Work Mode: Hybrid position requiring candidates to be within driving distance of the Fort Mills, SC FA location.
• Starting role is 11:00 or 11:30 to 8:00 p.m. EST with either 1 hour or 30-minute lunch.
• Rotational 1 Saturday per month.
• Can bid to earlier shifts once permanent.

Responsibilities:

• Interface with customers to resolve 1st and 2nd tier/escalation customer service calls/queries/problems.
• Verify contacts and account information.
• Examine customer problems and implement appropriate corrective action to respond to customer requests.
• Escalate queries/requests for action as appropriate to Supervisor and/or Field locations for immediate action.
• Maintain and create logs, reports, records, and files.
• Investigate, coordinate, and track a wide range of customer issues and problems.
• Make proactive calls to determine accounts requiring close attention, identify problems, and work through to resolution.
• May interface with offshore call center to answer questions on process or specialized situations.
• May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
• May do order fulfillment. Receive orders, reconcile information, track on spreadsheets, and follow up with customers.

Requirements:

• General knowledge of company products and customer service activities.
• Proficient MS Office skills.
• Must be able to navigate a computerized data entry system or other relevant applications.
• Generally has 2 years of related experience.
• High School diploma or equivalent required.