Inbound Customer Service Representative

Office Location

Schedule

Department

Job Description

Customer Service Representatives positively and professionally respond to customer contacts received from a variety of sources providing complex or technical customer service. Customer service may include detailed product information, problem identification, needs assessment, and/or sales. Representatives troubleshoot customer issues, researching answers from a variety of tools and background knowledge, including scripts, actual products, product literature, the Internet and computer databases.

Responsibilities and Duties

• Identifies complex or technical problems, assesses needs, or sells products. Diffuses anger, shows empathy, troubleshoots, probes, and engages in active listening. Occasionally contacts other departments, clients or outside agencies supplying or seeking information.
• Responds to customer contacts received via incoming calls, Internet, email or white mail in a professional manner to meet or exceed client expectations.
• Researches answers from tools provided or background knowledge. Analyzes customer’s needs or issues and selects course of action from many alternatives.
• Adapts responses to customers with minimal scripting available. Handles a variety of problems, questions, or situations following established criteria. Operates with discretion within defined parameters.
• Accurately data enters customer’s information for processing of orders and literature requests.
• Attends on-going training meetings to properly update skills and information.

Minimum Job Requirements

• High School Diploma or GED
• Scheduling flexibility in accordance with account requirements
• Demonstrated customer service and troubleshooting skills
• Data entry skills 25wpm with 64% accuracy
• Basic PC Knowledge

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AFFINA is a drug free workplace. EOE M/F/D/V.