Graham Personnel Services has several openings for Tier 1 Technical Support CSR's to support our client in Greensboro.
Must report in person (no remote option)
Start date: 5/14
Pay rate: $15/hr
Hours: 9am-4:30pm M-F during training and 10:30am-7pm after training
Job Requirements:
Become a Subject Matter Expert (SME) of clients’ products and services, and remain informed and knowledgeable of product and business changes
Resolve customer issues or concerns via phone, chat, or email by asking troubleshooting questions to diagnose and provide accurate product and service information, according to established policies and procedures
Accurately and efficiently update CRM / databases of all customer inquiries and request of warranty replacements
Provide exemplary customer service by actively listening to customer issues or concerns, speak to customers in a professional dignified tone, provide empathy and understanding of the customer’s point of view, and handle every call with enthusiasm and pleasantries
Maintain required performance expectations in quality, availability, call handle time, attendance, promptness
Knowledge, Skills, & Competencies:
Exemplary Customer Service (Contact Center experience a plus) with ability to communicate with diverse audiences
Excellent Active Listening skills
Clear and tactful communication, both verbal (pronunciation) and written (accurate spelling and grammar)
Service all customers, especially those agitated, with a pleasant and professional demeanor
Technical and mechanical aptitude with ability to understand, troubleshoot and resolve technical issues
Ability to manage customer information with sensitivity and discretion
Highly accurate and detail oriented
Ability to multi-task
Flexibility in job hours from 8:00am-7:00pm Monday through Friday and a monthly Saturday 9:00am-5:00pm.
Computer literate and proficient at typing (require 40 wpm / 6,000 kph)