Customer Service Representative - Tri-Cities, TN

Advanced Call Center Technologies•Blountville, TN

About The Position

Customer Service Representatives use strong communication and interpersonal skills to assist customers. They handle inbound calls from consumers seeking help with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Representatives solve problems, use negotiation skills, and work independently toward individual service and sales goals. The role requires accurate documentation while speaking with customers, timely and productive work, reliable attendance, confidentiality, and effective communication with customers and teammates.

Requirements

High school diploma or GED required.
Ability to successfully pass a criminal background check.
Good attention to detail and basic computer skills.
Clear communication with employees and customers.
Good typing skills and ability to navigate multiple computer screens and applications.
Ability to read computer screens, system alerts, written materials, and customer account information.
Ability to hear inbound calls and verbal instructions clearly in real time.
Ability to speak clearly and effectively with customers and team members by telephone and in person.
Ability to read and comprehend written instructions, system prompts, policies, procedures, and customer information.

Nice To Haves

Previous call center or customer assistance experience.

Responsibilities

Respond promptly to customer needs, request feedback to improve service, and address requests for assistance.
Maintain confidentiality and listen attentively while keeping emotions under control and remaining receptive to ideas and new approaches.
Communicate clearly and persuasively, seek clarification, and respond quickly and effectively to customer questions.
Document information while speaking with consumers and multitask across customer interactions.
Maintain accuracy and thoroughness, seek ways to improve quality, apply feedback, and monitor work.
Meet clients’ specific quality standards and productivity standards, complete work promptly, and strive to increase productivity.
Promote positive interactions through effective communication with customers and team members, including real-time coaching and collaboration.
Maintain regular, predictable, and reliable attendance.
Follow instructions and management direction, take responsibility for actions, keep commitments, and complete tasks on time or communicate alternate plans.
Commit to long hours when necessary.
Perform other duties as assigned by management.