Inbound Customer Service Representative - SMS Assist
Naperville, IL
About the Job
Job Responsibilities
Skills Required
- Identifies and responds to customer’s needs based on defined procedures with a goal of first call resolution
- Use effective and clear communication skills to provide resolution to customers
- Escalates calls to supervisor, escalations team, or other support areas when necessary and appropriate
- Resolves problems by clarifying issues and researching alternative solutions
- Document calls using proprietary software and other systems
- Responsible for achieving goals (quality, first call resolution, adherence, customer satisfaction, etc.) and contributing to team goals as outlined by the management team
- Develop a comprehensive knowledge of company policies, procedures, and services to provide customers with fast and accurate information
- Perform other duties as assigned
- Shift flexibility may be required
Skills Required
- Strong written and verbal communication skills
- Customer/client orientation
- Problem-solving skills
- Proficient on a PC and with various software programs (MS Office)
- Strong web browsing knowledge required
- Ability to thrive in a fun and fast paced environment
- Passion for customer service
Source : SMS Assist