CUSTOMER SERVICE REPRESENTATIVE Full-Time

MassMarkets-posted 3 months ago
Part-time • Entry Level
Savannah, GA
501-1,000 employees
Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services
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We are looking for full-time and part-time customer service representatives to support inbound projects for a wide variety of clients. In this role, you will troubleshoot basic technical issues, build strong relationships with customers, fact-find to identify needs while recognizing opportunities to upsell new products and services. Candidates should be natural problem solvers who continuously strive to provide excellent customer service and extraordinary customer satisfaction. Schedules vary by site and project; however, we can usually find something that works for everyone. This is an on-site, entry-level position. Prior contact center experience isn't required; candidates experienced in customer service industries such as servers, bartenders, and retail associates are encouraged to apply!

  • Handle inbound and outbound contacts in a courteous, timely, and professional manner
  • Listen to customers, understand their needs, and resolve customer issues
  • Utilize systems and technology to complete account management tasks
  • Accurately document and process customer claims in appropriate systems
  • Follow all required scripts, policies, and procedures
  • Utilize knowledge base and training to accurately answer customer questions
  • Comply with requirements surrounding confidential information and personal information
  • Appropriately escalate customer issues with the managerial team
  • Ensure first call resolution through problems solving and effective call handling
  • Attend meetings and training and review all new training material to stay up to date on changes to program knowledge, systems, and processes
  • Adhere to all attendance and work schedule requirements
  • Must be 18 years of age or older
  • High school diploma or equivalent
  • Experience with data-entry utilizing a computer
  • The ability to read and speak English fluently
  • Have a wired, high-speed internet connection (Download speed of 20Mbps+)
  • Excellent organizational, written, and oral communication skills
  • The ability to type swiftly and accurately (20+ words a minute)
  • Ability to work regularly scheduled shifts within our hours of operation including the training period
  • Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
  • Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications
  • Highly reliable with the ability to maintain regular attendance and punctuality
  • The ability to evaluate, troubleshoot, and follow-up on customer issues
  • An aptitude for conflict resolution, problem solving and negotiation
  • Must be customer service oriented (empathetic, responsive, patient, and conscientious)
  • Ability to multi-task, stay focused, and self-manage
  • Strong team orientation and customer focus
  • The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
  • Excellent interpersonal skills and the ability to build relationships with your team and customers
  • One (1) year of experience in customer service, technical support, inside sales, back-office, chat, or administrative support in a contact center environment
  • State or Federal work experience
  • Paid Time Off: Earn PTO and paid holidays to take the time you need
  • Incentives & Rewards: Participate in daily, weekly, and monthly contests that include cash bonuses and prizes ranging from electronics to dream vacations and sometimes even cars
  • Health Benefits: Full-time employees are eligible for comprehensive medical, dental, and vision coverage after 60 days of employment, and all employees have access to MEC medical plans after just 30 days
  • Retirement Savings: Secure your future with retirement savings programs, where available
  • Disability Insurance: Short-term disability coverage is available to help protect you during unexpected challenges
  • Life Insurance: Access life insurance options to safeguard your loved ones
  • Supplemental Insurance: Accident and critical illness insurance
  • Career Growth: With a focus on internal promotions, employees enjoy significant advancement opportunities
  • Paid Training: Learn new skills while earning a paycheck
  • Fun, Engaging Work Environment: Enjoy a team-oriented culture that fosters collaboration and engagement
  • Casual Dress Code: Be comfortable while you work
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