Customer Service Representative

Job Duties

• Interfaces with customers to resolve 1st and 2nd tier/escalated customer service issues. Investigates, analyzes, coordinates and tracks moderately complex customer issues.
• Conducts research as needed. Escalates issues for action as appropriate to more senior or specialized staff for immediate action.
• Creates and maintains logs, reports, records, and files.
• Makes proactive calls to determine issues requiring close attention, identifies problems and works through to resolution.
• May interface with offshore call center to answer questions on process or specialized situations.
• May perform order fulfillment. Receives orders, reconciles information, tracks on spreadsheets, and follows up with customers.
• May prepare customer billings, answer questions about billing, and coordinate resolution of billing issues with collections and/or other departments.
• Performs other duties as assigned, such as special projects.

Job Qualifications Education, Experience, Knowledge, and Skills

• High school diploma or equivalent
• Typically requires 2+ years related experience (college education may count for related experience)
• Works under limited supervision
• Responsible for completing assigned tasks within guidelines.
• No direct reports
• Industry or functional experience highly preferred
• Requires extensive knowledge of the company’s products and services.
• Strong MS Office skills: May need to create spreadsheets and presentations.
• Excellent verbal and written communication skills
• Excellent customer service skills
• Intermediate math skills
• Advanced problem-solving skills
• Ability to work under pressure and remain flexible to changing schedules and demands.
• Ability to understand, respond and resolve a wide range of customer issues that are complex in nature.