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Customer Service Representative

Company Name:
life care center of america
Dimension & Scope: Interface with customers via inbound or outbound calls or the Internet for the purpose of resolving routine problems with products or services.

Principal Duties and Responsibilities: Greet customers in a courteous, friendly, and professional manner using agreed upon procedures. Listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem. Meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed. Prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests. Effectively transfer misdirected customer requests to an appropriate party. Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Participate in activities designed to improve customer satisfaction and business performance. Answer questions independent of decision-support tools. Solve problems that are generally unstructured and require extensive use of conceptual thinking skills. Offer solutions to issues that are typically non-standard/non-routine and require extensive clarification. Maintain broad and in-depth knowledge of client products and services.

Education & Professional Certifications: High school diploma or equivalent experience.

Candidate Profile: Knowledge of basic computer operations. Willingness to rotate shifts, as needed. Ability to learn. Courteous with strong customer service orientation. Dependable with proficient attention to detail. Good listening and responding skills. Must be flexible with the ability to adapt to changes quickly and think conceptually. Possess insight into self and others. Solid problem solving skills. Some technical knowledge. Must be willing to take the initiative. Strong organizational skills with the ability to juggle multiple tasks.

Environment, Physical & Other Requirements: Ability to perform light hand activity work at a computer/telephone station in an office environment. Position is primarily sedentary. May stretch or stand at workstation for short periods at employee's option, as long as such activity does not detract from the employee's work, or interfere with other employees.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

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