Fall River, MA 02745
The customer service representative will act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency. The Customer Service Representative will ensure delivery of excellent customer service in a multi-channel, fast paced environment through quick and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
PRIMARY DUTIES AND RESPONSIBILITIES
Answers inquiries by clarifying desired information; researching, locating, and providing information.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
Maintains contact center database by entering information.
Updates job knowledge by participating in educational opportunities.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Drive customer retention by delivering superior customer service via phone, online chat, and email.
Other duties as assigned
Solid verbal and written communication skills
Strong math skills and attention to detail
Cooperation and teamwork with peers
Customer empathy and relations
Basic keyboarding and software skills
EDUCATION AND EXPERIENCE
High School Diploma or equivalent
2+ years Customer Service Experience
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