JOB TITLE: Customer Service Representative – Telephone, Chat , E-Mail

DEPARTMENT: Customer Service         

LOCATION: West Palm Beach, FL

REPORTS TO: Customer Service Supervisor

Purpose: Direct interaction with customers both inbound and outbound via telephone, email, chat and FAX. Includes transaction processing using a computer. Provide outstanding, friendly service to customers calling to place orders and asking questions about a previous order, products and billing.

Duties:

• Handles requests from new and current customers on orders billing or changes to current orders, resolving issues on the first call.
• Utilizing active listening skills and exceptional communication skills to understand and address customer questions and concerns and take a consultative approach to match products to each customer's needs.
• Strives to achieve the minimum benchmarks in call-handling metrics; including calls handled, handle time, AUX time, and Quality Assurance scores
• Minimizes transfers and increase the customer experience by taking ownership of the issue until resolution
• Provide detailed product information to solve customers’ telecommunication needs on every call.
• Strives to retain customers by providing outstanding service on every call
• Investigates and resolves inquiries, disputes and complaints regarding customer service.
• Utilizes multiple computer systems to initiate, track, resolve and document customer service needs.
• Perform other customer service duties as assigned.
• Become proficient with client programs and develop product knowledge.
• Record and verify names, addresses, purchases and reactions of prospective customers.
• Maintain professional attire that adheres to SFC standards.
• Follow company policies and procedures

Requirements: