Job Description

Position Summary

Requires some advanced call center knowledge; Generally requires multi-skill sets; Processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction. Work is more complex than CSR I and requires a higher level conceptual thinking skill. Requires a high school diploma or equivalent and 1-3 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. Performs a variety of tasks. Works under direct supervision. Reports to a supervisor

Overall Responsibilities:

• Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer. Communicates technical matters in laymen’s terms
• Records customer inquiries by documenting inquiry and response in customers' accounts.
• Supports account’s specific programs
• Assists in developing and streamlining procedures
• Nurturing high-end clientele and be contact person for status of application and orders, billing and/or payment issues, customer profiles, program and campaign information
• Answers telephone, e-mail, fax, letter, chat and newsgroup inquiries posed by customer
• Provides appropriate feedback and settlement to all customer contacts (including referrals to other organizations)
• Assists customers in required processes including but not limited to in depth information on program benefits, terms and conditions, application options, as well as technical support on tools, and resolving any open issues with the customer
• Takes orders over the phone for replacement materials
• Processes application materials and other assigned tasks and makes compliance decisions in accordance with program requirements and Microsoft guidelines
• Processes and investigates returns and/or manages customer cases to resolution
• Updates and maintains Contact Management System Software
• Contacts customers for marketing, survey and follow up purposes
• Performs necessary job costing functions. Enters manual orders into ERP system
• Captures and documents customer complaints
• Keeps abreast of program changes and informational updates
• Works with Microsoft and Vendor owned tools and websites
• Complies with company set procedures

Prepared By: Operations Authorized By: Human Resources

Create Date: 218/2016 Version: 1.0

• Supports account’s specific programs
• Assists in developing and streamlining procedures
• Take in customer credit card information and Personal Identifiable Information with the responsibilities of protecting the data as defined in the client security requirement, company information security policies.

Job Requirements:

• Customer Orientation and Focus
• Ability to multitask (talk, type, navigate)
• Minimum typing speed 20 WPM
• Problem solving and resolution skills
• Strong internet navigation and website user knowledge
• Organizational and team work skills
• Conflict resolution skills
• Experience with contact center technologies
• Sales, cross-selling, and up selling experience desirable.
• Ability to work in a fast paced environment.
• Excellent verbal and written communication skills.
• Computer proficiency and knowledge of how and when to use reference material and on-line information. Basic familiarity with PCs, including MS Windows Operating System and the Internet. Basic knowledge of Microsoft Word, Access, Excel, e-mail
• Phone/Email/Chat Etiquette.
• Flexibility in regard to work schedules
• Ability to maintain strict confidentiality with customer account information.
• Strong customer services skill.
• Capacity for Complexity – Due to the depth of business rules surrounding programs, CSRs must have the ability to grasp and retain complex program rules
• Problem Solving/Critical Thinking – As many issues will require detailed research in different tools, CSRs must be able to solve difficult customer issues using multiple information sources and be able to relate different data points together in context of the problem
• Communication skills – Given the depth and breadth of the program, CSRs must be able to articulate complex concepts in a way that customers can understand them. Also, given the maturity of customers calling the contact center (senior executive management), CSRs must be able to converse with these individuals in a professional and business-like manner
• Task Management/Self-Management – Rather than closing each issue on the first call, many customer support scenarios will require that the CSR record some information from the customer, perform some research off-line and get back to the customer. This requires that the CSR be able to set and execute against expectations they set with their customer