Customer Service Representative

email resume

You are applying for an outbound customer service agent. The position involves making repetitious phone calls to leads and customers that have inquired about our product. The position is based in New Glasgow and requires full flexibility with afternoons, nights and weekends. While not a salesperson in the strictest definitiion of the term, you are representing our company and therefore must have a minimum of one year sales and/or customer service experience working with customers either face to face or by phone. Due to the number of applications received we are unable to contact everyone by phone, further notices may be sent via the e-mail address you have provided. Thank you for your interest!!

DIMENSION & SCOPE:

Interface with customers via outbound calls or the Internet for the purpose of communicating information about our products.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements; probe for and confirm understanding of customer requirements.
• Meet customer requirements through first contact resolution.
• Confirm customer understanding of the product and and provide additional customer education as needed.
• Prepare complete and accurate work and update customer file.
• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Occasionally use decision-support tools to answer questions.
• Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Offer solutions to issues that are often non-standard/non-routine and require some clarification.
• Maintain broad knowledge of our products and services.

EDUCATION & PROFESSIONAL CERTIFICATIONS:

High school diploma or equivalent experience.

CANDIDATE PROFILE:

• Knowledge of basic computer operations.
• Willingness to rotate shifts, as needed.
• Ability to learn.
• Courteous with strong customer service orientation.
• Dependable with proficient attention to detail.
• Good listening and responding skills.
• Must be flexible with the ability to adapt to changes quickly and think conceptually.
• Possess insight into self and others.
• Solid problem solving skills.
• Some technical knowledge.

ENVIRONMENT, PHYSICAL & OTHER REQUIREMENTS:

Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employees option, as long as such activity does not detract from the employees work, or interfere with other employees.

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