Customer Service Representative

TEKsystems•McDonough, GA

3d•Onsite

About The Position

This is a Contract to Hire position based out of McDonough, GA. The role involves ensuring one-touch resolutions for customers, meeting satisfaction survey goals, answering customer calls and emails within 24 hours, resolving warranty issues, and processing Return Merchandise Authorizations (RMAs) for orders between 1-90 days old. The position also requires capturing inbound sales when appropriate, demonstrating excellent customer service skills, practicing company policies, understanding the Customer Relations manual, maintaining a professional attitude, and engaging with web customers within 10 seconds via web chats.

Requirements

2+ years' meaningful work experience preferred.
Strong written and verbal communication skills with ability to communicate across all levels of the organization.
Ability to identify business critical issues quickly and navigate priorities based on last minute changes.
Must be well organized, detail-oriented and have excellent time-management skills.
Display a high level of integrity and professionalism.
Ability to lead and empower individuals and teams.
Proficient in Microsoft Office 365 Suite, especially Teams and Outlook.
Ability to handle a fast-paced call center environment.
Solid understanding or ability to learn Cisco Unified Intelligence Center program.
Solid understanding or ability to learn Calabrio program.
Ability to be flexible and adaptable as this position often requires multi-tasking.

Responsibilities

Ensure all customers are assisted in the fewest number of interactions with the overall goal being one-touch.
Working with managers to meet the satisfaction survey goal at or above group average.
Answering customer calls and assisting with any scenario presented.
Answering customer emails within 24hrs and assisting with any scenario presented.
Warranty issues should be resolved by supplying the customer with the fewest items necessary to resolve the issue.
RMAs should be created for orders between 1-90 days old when a customer needs to return an item for various reasons.
Capture inbound sales when appropriate.
Demonstrate excellent customer service skills in resolving customer complaints and questions.
Practice and ensure compliance with company policies and procedures.
Thoroughly understand the Customer Relations manual.
Maintain a professional and positive attitude.
Engaging with web customers within 10 seconds of the request and assisting with any scenario presented.