Customer Service Rep II

Goodwill of the Finger Lakes•Rochester, NY

3d•$0 - $17•Onsite

About The Position

Provide outstanding customer service in a contact center operation, with proficiency in handling inbound & outbound calls for assigned account/contract. Complete customer order requests and fulfillment, data entry, maintain customer database, research and resolve customer problems. Conduct product satisfaction and customer surveys; follow-up with customers accordingly. Core competencies needed to be successful in this job include: Dealing with Ambiguity, Compassion, Composure, Customer Focus, Excellent written and verbal communication skills, Ethics and Values, Function/Technical Skills, Listening and Self Development.

Requirements

Effective and professional interpersonal skills.
Working knowledge of computers, primarily Microsoft Office applications and internet browsers including Inter Explorer, Google Chrome, & Fire Fox.
Flexible and adaptable to change.
Ability to interact well in a team environment.
Must be self-motivating and dependable.
Able to multitask and support at least three independent contracts.
Have exceptional organizational skills.
Strong attention to detail.
Ability to clearly communicate concepts, processes and methods to enhance learning and skill building.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to gather and interpret statistical data.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Nice To Haves

Associates Degree in related field preferred.
Bilingual representatives speaking Spanish are strongly preferred.

Responsibilities

Must be able to work assigned contract hours. Various shifts typically include hours during a timeframe of 8:00am to 9:00pm, seven days a week, and holidays.
Manage and respond to contract traffic (telephone calls, emails, faxes, etc.) using customer-oriented etiquette.
Address customer issues, assuring that contract service levels and objectives are met.
Demonstrated success with outbound calling
Greet callers, establish rapport, and project professional tone within established service standards.
Schedule and place follow-up calls/e-mails in response to customer inquiries, with little to no supervision.
Must be able to maintain strict confidentiality of sensitive information.
Process customer orders and initiate order requisitions.
Complete fulfillment and distribution of customer materials and documents.
Utilize prescribed software to document, process and/or track all customer data and follow-up.
Confer with departments or carrier personnel to expedite and/or trace missing or delayed shipments.
Work with Customer Service Team to attain serviceability improvement and process enhancements.
Contribute to the overall efficiency and effectiveness of the department and the organization by performing all other duties as assigned.