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Customer Service Representative

  • By: Garry Feldman
  • Date: August 13, 2015

The CSR will provide information to customers in response to inquiries about products and service and ensures technical support service levels are being met or exceeded. The CSR will be responsible for purchasing, quoting, receiving and assigning customer issues.

1+ years of experience in a customer service or help desk capacity required. Some experience with online ticketing systems, and personal computers helpful. Knowledge of technical support issues related to Internet connectivity and PC troubleshooting experience a plus.

Requirements:

  • Highly developed sense of integrity and commitment to customer satisfaction.
  • Demonstrated passion for excellence with respect to treating and caring for customers.
  • Ability to communicate clearly and professionally, both verbally and in writing.
  • Has “thick skin” and is able to handle complaints and unpleasant customers.
  • Has a pleasant, patient and friendly attitude.
  • Strong decision making and analytical abilities.
  • Strong detail orientation and communication/listening skills.
  • Possess a strong work ethic and team player mentality.

Responsibilities:

  • Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly by following up with technical team.
  • Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through ticketing system.
  • Provide quality service and support in a variety of areas including, but not limited to: assigning tickets to technical team, following up on tickets ensuring resolution.
  • Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Responsible for compiling and generating reports as they relate to customer service surveys.

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