Morrow

Remote Customer Service Agent

Job ID
2021-3526
Posted Date
Customer Service/Support

Overview

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LOCATION
www.chimesolutions.com

Seeking Talented Team Members

People Are Our Passion

Join Our Team

 

Empowering a Winning Culture

 

"Our mission is to create a grassroots company, where our associates are empowered to always act in the interest of our clients, share ideas and create distinctive customer experiences on behalf of our clients. We are accomplishing this goal by attracting people with positive attitudes, great communication skills, and a willingness to learn and grow in a fun, entrepreneurial culture.“

 

Mark Wilson, Chime Founder and CEO

Responsibilities

Responsibilities

Position Summary: The Service Delivery Consultant is responsible for answering and handling inbound / outbound calls. TheThe Service Delivery Consultant is accountable for answering all concerns and questions while providing excellent customer service. TheThe Service Delivery Consultant will be responsible for providing professional, knowledgeable, helpful, courteous, and responsive customer service to ensure the member receives excellent customer-focused telephone service.


Position Requirements:

• Assist customers with a wide variety of questions via information accessed through the computer.
• Review employee accounts and answer questions based upon established policies and procedures.
• Maintain current knowledge of assigned project's programs and services through on-going classroom and computer-based training.
• Possess the ability to troubleshoot complex issues with little guidance
• Possess a high degree of tack, diplomacy and professionalism when dealing with all types of customers
• Possess the ability to work under pressure in a call center environment
• Possess exceptional conversational and problem solving skills
• Ability to multitask
• Possess the ability to decipher and articulate the customer perspective so that the customer’s needs and concerns are accurately and empathetically addressed
• Excellent interpersonal and telephone communication skills
• Perform additional tasks as directed

 

Responsibilities:

 

·        Responsible for receipt and ownership of Customer issues and requests. Review, analyze and resolve customer inquiries in a first call or contact resolution.  Responses should be timely and consistent and within established guidelines. 
·        Edit customers account information.  Within established guidelines, makes decisions on ways to update the accounts that will ensure customer goals are being met. Interpret and answer customer questions and concerns. 
·        Review issues and/or needs, identify trends, and make decisions and recommendations on how to resolve issues.  Set up and support customers with appropriate technology requirements.  Lead and manage account changes such as inventory consolidations, establishing departments, including account maintenance and record classification projects.  Receive and resolve customer invoice and billing related questions. - 
·        Generate proprietary customer reports such as activity reports and negative growth for Account Managers.  
·        Interacts with Supervisor, Manager and other departments for purpose of resolving customer concerns and needs.  Ensure all interactions with customers (both internal and external) are professional and courteous. 
·        Ensure prompt completion of all service requests in accordance with service level agreements.  Support customer needs received through Account Management or other internal teams. 

 

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Qualifications

Qualifications

Essential skills and experience

 

  • Ability to multi-task (talk and type at the same time) and use multiple applications.
  • Excellent interpersonal, verbal, written and listening communication skills.
  • Proficient use of the Microsoft Suite, Windows applications and Lotus Notes while focusing on multi-tasking using several windows applications at once while assisting a customers.
  • Ability to provide outstanding customer service while ensuring that the customers questions, issues and concerns have been satisfied.
  • Computer literate with the ability to learn customer service software applications.
  • Ability to be flexible, adaptable and dependable in an environment constantly upgrading, and enhancing service to its customers.
  • Flexibility to work specified shift and extended hours as necessary.

 

Key Skills, Requirements and Competencies:
  • Minimum 2 Years College Education, Degree not required
  • Work Experience: 2-4 Years within Customer Service
  • Excellent Customer Service skills
  • Detail orientation
  • Excellent competency in computer software packages.
  • Excellent verbal and written communication skills. 
  • Excellent organization and interpersonal skills. 
  • Ability to work the shifts provided based on business needs.
  • Ability to work the shifts necessary to support customers and business needs.
  • Research & Resolve customer inquiries on First Call/First Contact - excellent reasoning skills

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