Functions and Responsibilities
- Providing guidance and resolutions to customer inquiries consistent with service and quality standards.
- Dedicated workspace free from interruption & distraction
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication “scripts” when handling different topics
- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives
- Frequently attend educational seminars to improve knowledge and performance level
- Meet personal/team qualitative and quantitative targets
Required Skills
- Previous experience in a customer support role
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Proficiency in Microsoft Office Outlook, Word and Excel, Strong typing, and computer navigation skills with the capacity to use multiple computer applications simultaneously
- Ability to successfully complete the Customer Service training classes and demonstrate proficiency of the material
Education
High School Diploma or equivalent preferred