LOCATION
www.chimesolutions.com

Seeking Talented Team Members

People Are Our Passion

Position Summary: 

Handles inbound support/service calls from customers/members of an assigned client.  Responsibilities include assisting with complaints, orders, errors, account questions, billing, cancelations, and other queries based on customer and client need.

Position Responsibilities:

• Provide customer/member support via phone or other media (e.g. email, chat, etc.)
• Leverage strong computer skills and the ability to navigate through multiple systems to research information quickly
• Resolve customer issues by clarifying the reason for the call, selecting and explaining the best solution to address the issue, taking the necessary steps to ensure resolution.
• De-escalate situations involving dissatisfied customers where needed and offer the necessary assistance and support.
• Document all information on customer/member interaction according to standard operating procedures
• Meet and exceed company and client success metrics
• Maintain current knowledge of assigned programs and services through on-going classroom and computer-based programs.  
• Perform additional tasks as directed.

Requirements and Qualifications:

To ensure success, the Customer Support Representative (CSR) must be dependable and possess effective communication skills. The aspirant must have demonstrated the skills listed below in their professional career.

Essential skills and experience:

• High School diploma or equivalency required. 
• Previous customer service-related experience preferred.
• Ability to multi-task (talk and type at the same time) and use multiple applications.
• Excellent interpersonal and communication skills both written and verbal.
• Ability to use multiple windows applications to resolve customer issues.
• Ability to be flexible, adaptable and dependable
• Flexibility to work specified shift and extended hours as necessary

Work Environment:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, and photocopiers/scanners.

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee frequently is required to stand, walk, use hands and fingers, and reach with hands and arms.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

General Sign-off: The employee is expected to adhere to all company policies and act as a role model in the adherence to policies.