Customer Service Rep I

Overview
Job Title: Customer Care Representative I
REMOTE OPPORTUNITY! *** must live within the state of Texas to be eligible.
Essential Function
Employee holds the primary responsibility of answering inbound calls from customers and company associates and documents interactions when appropriate.
Primary Duties

• First line of contact with customers and company associates via phone, inbound and outbound calls, answering questions, resolving issues and complaints, and making policy decisions always keeping customer satisfaction in mind as a priority.
• Works with Customer Care Rep II, III, Coach, Lead or Supervisor when necessary to resolve any customer situations outside the norm
• Escalates unresolved customer issues, complaints, or technical problems for investigation.
• Updates customer records and electronically records interactions with customers.

Knowledge, Skills And Abilities

• Minimum typing of 45 words per minute with 95% accuracy.
• 1+ years experience in customer-related services.
• 10 key by touch.
• Able to work a flexible schedule including varied shifts that may include evenings, weekends and holidays.
• Basic knowledge of computers and mobile devices.
• Ability to use multiple systems while assisting a customer.
• Knowledge of principles and processes for providing an excellent customer experience.
• Comprehensive spelling and grammar skills.
• High school diploma or GED.

Competencies / Attributes

• Ability to engage in active listening.
• Solve a variety of customer issues based on the guidelines given.
• Basic trouble-shooting skills.
• Positive demeanor.
• Excellent communication skills.
• Attention to detail and accuracy.
• Excellent telephone etiquette.
• Ability to learn and retain knowledge of product line, prices, and promotions.
• Pleasant tone of voice.
• Strong interpersonal skills.
• The ability to show empathy to all customers.
• Desire to actively look for ways to help customers.