Customer Service Specialist (23076)

PGL

11d•$30 - $33•Onsite

About The Position

Position Purpose To meet or exceed the expectations of our clients, each and every time we are of service to them. To respond quickly and proactively to challenges, in order to facilitate a quick and positive solution. To unselfishly perform any job related task with appositive attitude and a high degree of accuracy. To help fellow team members in your department as well as other departments when they may need it. To build strong working relationships with our present client base.

Requirements

Years of Experience: At least one year of general Customer Service experience.
Education: High school diploma or equivalent and/or certification
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
Administrative - Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace terminology.
Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods. This includes alternative ways to inform and entertain via written, oral, and visual media.
Telecommunications - Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.
Economics and Accounting - Knowledge of economic and accounting principles and practices, the financial markets, banking, and the analysis and reporting of financial data.
Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
Mathematics - Using mathematics to solve problems.
Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
Science - Using scientific rules and methods to solve problems.
Speaking - Talking to others to convey information effectively.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
Speech Clarity - The ability to speak clearly so others can understand you.
Speech Recognition - The ability to identify and understand the speech of another person.
Near Vision - The ability to see details at close range (within a few feet of the observer).
Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing that there is a problem.
Written Expression - The ability to communicate information and ideas in writing so others will understand.
Written Comprehension - The ability to read and understand information and ideas presented in writing.
Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Information Ordering - The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).

Responsibilities

Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
Solicit sales of new or additional services or products.
Review processes or transactions that could determine the cause of miscommunication or service deviation.
Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills.
Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims.
Review insurance policy terms to determine whether a particular loss is covered by insurance.
Compare disputed costs and/or classifications with original requisitions and information from invoices.
Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.