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Business Line FT | Senior Customer Service Representative | North Carolina
LOCATION: North Carolina
DESIGNATION: Senior Customer Service Representative
QUALIFICATION:This position supports the growing needs of the brand. The position responsibilities include a hands-on approach to consumer contact for multiple businesses and/or multiple contact types.
Essential Duties and Responsibilities include all or majority of the following below. Other duties may be assigned.
Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, canceling accounts or obtaining details of complaints over the phone, by email, live chat, social media or other method of communication.
Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
Documents customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken, to include Adverse Events.
Provides prompt and accurate service to promote customer loyalty for the client.
Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.
Resolves escalated contacts appropriately.
Processes promotions, rewards and loyalty referrals in interaction with consumers
Acts as the liaison with the social media representatives and agency partners for social media escalations.
Handles contacts via multiple channels and/or brands.
This position does not have direct reports.
Job Specifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Hours of Operation: We ask that your availability be between the hours of 8am - 8pm M-F and 9:30am-6pm on Saturdays. Angents will work 5 days a week, 8 hour shifts.
Education and/or Experience:
Minimum of a high school diploma or general education degree (GED); minimum of six months related experience and/or training; or equivalent combination of education and experience, preferably in a contact center.
Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids, to write routine correspondence, to speak effectively and informatively, and respond to questions from customers, clients or employees of an organization, over the phone or in-person.
(1.) Attendance/Login Hours/Unsechduled Leave/SLA targets as per defined by the process (2.) Improving sk
SKILLS:Domain Competencies (BSERV )-Customer Relationship Management-Service
NO. OF POSITIONS: 1