Customer Service Representative

Unifin, Inc • Niles, IL

3d • Onsite

About The Position

As a Customer Service Representative, you will support inbound customer inquiries and resolve customer issues by delivering world-class service. Our Customer Support seeks individuals who are passionate about delivering an exceptional customer experience, making a positive impact, demonstrating commitment to their work, elevating team performance, and solving complex customer issues.

Requirements

• High school diploma or equivalent required.
• Minimum 2 years of customer service and/or contact center experience required.
• Experience de-escalating situations with dissatisfied customers while demonstrating patience and empathy.
• Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.
• Report on-site

Responsibilities

• Manage all customer escalations and complaints to a high professional standard and in accordance with the account's terms and policies.
• Receive inbound customer contacts and complete outbound contacts, including callbacks and responses, to maintain queues and meet service levels.
• Demonstrate sound negotiation, problem-solving, and conflict-resolution skills by resolving issues within established authority and parameters whenever possible, while using sound judgment to determine when escalation is necessary.
• Serve as the “voice of the customer” and proactively recommend solutions that address root causes of escalations and complaints by leveraging established contacts and processes.
• Share information and knowledge with team members to help recognize and reduce recurring issues.
• Capture all relevant customer contact information accurately and concisely within data capture systems and ensure records are properly maintained.
• Follow escalation and complaint procedures to ensure customer issues are tracked and relevant parties are informed of actions taken to resolve them.
• Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that may have impacted frontline resolution efforts.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED