Customer Service Representative - Tri-Cities, TN
About The Position
Customer Service Representatives use communication and interpersonal skills to assist customers by handling inbound calls about billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. The role calls for problem-solving, negotiation, self-motivation, and the ability to meet individual service and sales goals. Representatives document information while speaking with consumers, work to meet quality and productivity standards, and collaborate with customers, teammates, and management. Regular, predictable, and reliable attendance is critical.
Requirements
- High school diploma or GED.
- Good attention to detail and basic computer skills.
- Clear communication with employees and customers.
- Ability to successfully pass a criminal background check.
- Good typing skills.
- Ability to navigate multiple computer screens and applications.
- Ability to see well enough 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, solicit feedback to improve service, and respond to requests for assistance.
- Maintain confidentiality, listen without interrupting, keep emotions under control, remain open to others’ ideas, and try new approaches.
- Communicate clearly and persuasively in positive or negative situations; listen, seek clarification, and respond promptly and effectively to customer questions.
- Document information while speaking with consumers and multitask across customer interactions.
- Ensure accuracy and thoroughness, seek ways to improve quality, apply feedback, monitor work, and meet clients’ quality standards.
- Meet productivity standards, complete work on time, and work 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, work long hours when necessary, complete tasks on time, or communicate alternate plans.
- Perform other duties as assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
