Customer Service Representative

FERGUSON•McDonough, GA

5d•Onsite

About The Position

The Customer Service Representative is responsible for assisting customers with pre/post-sale questions, basic installations, and problem resolutions. Typical activities are the receiving of calls, emails and web chats from Customers who may be inquiring about product related questions and issues. The Representative will be directly responsible for guiding and assisting all customers. The Representative should focus on following guidelines, using their time effectively and following-up with Customers in a timely manner.

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.

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.