08/19/2021
POSITION SUMMARY
We are currently seeking a Customer Service Representative to respond to customer's inquiries or complaints regarding the organization's products or services via phone, email, or online chat. They’ll coordinate problem resolution with appropriate departments and inform customers of standard procedures or resolution of problem on service issues.
RESPONSIBILITIES
- Confer with customers via phone, email, and online chat about products, services, and account information and address and resolve customer service issues.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, comments, or actions taken.
- Support the sales team and clients with assistance in accessing resources.
- Maintain a working knowledge of products, services, policies, and marketing trends within the business to serve as an internal information source for departments and provide recommendations suited to each customers’ needs.
- Identify technical errors and user error trends by call and email tracking, peer discussion, and internal dialog and report those trends to management and appropriate departments.
EDUCATION AND EXPERIENCE
- High school education or equivalent; Associate’s degree is preferred
- One to three years of customer service experience
- Previous call center experience is preferred (not required as this is NOT a call center)
SKILLS AND ABILITIES
- POSSESS A STRONG POSITIVE ATTITUDE
- Demonstrate the ability to provide outstanding customer service
- Basic computer skills, specifically -
Microsoft Excel and Outlook
- Excellent verbal and written communication skills, as well as excellent listening skills
- Strong critical thinking and problem-solving skills
- Ability to plan and organize work, set priorities, and direct own activities with limited supervision
- Ability to adhere to a schedule
- Strong time-management and multi-tasking skills
- Ability to manage multiple systems and websites simultaneously
- Ability to articulate ideas and processes
- Ability to adapt to a changing environment
RECRUITER NOTES: “ It’s an in-bound rep position where they’ll be talking to professionals about online courses in the Insurance and Securities space.”
- Casual environment; jeans every day
- 10 people on the team and everyone is very relaxed; cordial; great morale, etc.
UPDATED Q&A (8/19/21)
Do you know how long you all are expecting to work from home?
- At least until early 2022 and we will re-evaluate things then.
Q&A WITH THE HIRING MANAGER (5-21-2020)
Assuming this will be either a Skype or some sort of virtual interview, correct?
- The hiring manager will do a regular phone interview first.
- If that goes well, then we’ll do a quick/follow-up Skype or Zoom with a few of us and the candidate
What will the training look like since everyone is working remote?
- The “experienced folks” will do screen share training…along with the HM at times, as well
Will the shift still be Monday – Friday somewhere between 7:30a – 4:30p and like 9:30 – 6:30p?
- Yes, with one Saturday a month from 8a – 12p
