Customer Support Rep

Fullbay•Phoenix, AZ

About The Position

The Customer Support Representative handles incoming customers calls, serves as a liaison providing product/services information, and troubleshooting and resolving any emerging problems customer accounts might face with accuracy and efficiency. This role is responsible for ensuring excellent service standards are in place, responding efficiently to customer inquiries and maintaining high customer satisfaction in accordance with Fullbay policies and procedures.

Requirements

High School Degree or equivalent
Two (2) Years of prior customer support work experience or experience working as a Client Service Representative or related position
Strong computer skills and experience with MS Office Products (Word, Excel, Powerpoint) and Google Suite.
Familiarity with CRM systems and practice
Track record of over-achieving quota
Strong phone contact handling skills and active listening skills
Excellent communication (both verbal and written) and presentation skills
Customer service focussed with the ability to adapt/respond to different types of characters
Troubleshooting and problem solving ability
Strong interpersonal skills and able to demonstrate patience, empathy, and ability to be passionately communicative.
Ability to multitask, prioritize, and manage time effectively
Proficiency with 10-key typing and data entry.

Responsibilities

Manages large amounts of incoming calls while following Fullbay communication procedures, guidelines and policies.
Generates sales leads.
Takes the extra mile to engage customers by identifying and assessing customers’ needs to achieve satisfaction.
Builds sustainable relationships and trust with customer accounts through open and interactive communication.
Ensures excellent service standards, responds efficiently to customer inquiries and maintain high customer satisfaction
Provides accurate, valid and complete information by using the appropriate resources, methods/tools.
Completes expectations of position in order to meet established personal/customer service team sales targets and call handling quotas.
Handles customer feedback and complaints, provides appropriate solutions and alternatives within the time limits; follow to ensure resolution.
Troubleshoots and investigates if there is not enough information to resolve customer complaints
Keeps records of customer interactions, process customer accounts and file documents.
Performs other duties as assigned.