Virtualized Customer Service Representative

Summary

As a dynamic and customer-focused professional who will interact with customers to provide information in response to inquiries about all aspects of the services provided by our client to their customer. In this role you will also address concerns and seek resolution including the resolution of complaints. As a valued member of our organization, we ask that you demonstrate excellent communication abilities and data entry skills and be able to remain calm when customers demonstrate frustration.

Responsibilities

The below describes but is not limited to the main duties and responsibilities in your role:

• • Obtains client information by answering telephone calls; interviewing clients; verifying information.
• • Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
• • Independently resolving customer complaints and resolving customer service issues promptly.
• • Data entry and tool research as required to troubleshoot customer problems.
• • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• • Knowing the product offerings, promotions or other inside and out so that you can answer questions effectively.
• • Ensure customer satisfaction and provide professional customer support at all times.
• • Escalate issues to supervisors and managers after exhausting all efforts to resolve the concern without intervention.
• • Maintains and improves quality results by adhering to standards and guidelines.
• • Maintains job knowledge by completing new or changed product descriptions, guidelines, or other work-related training within expected timeframe.
• • Promote company’s reputation.

• Performance Measurement:

  • • Your responsibility consists of several key components and captured in a scorecard. Optimum reserves the right to change and/or modify the performance expectations as business needs may require doing so. Your individual scorecard is accessible to you at any time.

Required Skills

• • Excellent written communication skills
• • Strong problem-solving and critical-thinking abilities.
• • Patience and empathy when dealing with customers' concerns.
• • Proficient in using computer systems, software, and CRM tools.
• • Ability to work in a fast-paced environment and adapt to changes.
• • Strong multitasking skills while maintaining attention to detail.
• • Flexibility to work in shifts, including evenings, weekends, and holidays.
• • Excellent English communication skills and understanding of US geography and culture.

Qualifications

• • High school diploma or equivalent; some college education preferred.
• • 1-2 years of previous customer service or call center experience is a plus.

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