Job Description

This is NOT a remote position.An answering service representative, or ASR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best ASRs are genuinely excited to help customers. Theyre patient, empathetic, and passionately communicative. They love to talk. Answering service representatives can put themselves in their customers shoes and advocate for them when necessary. Customer feedback is priceless, and these ASRs can gather that for you. Problem-solving comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they dont have enough information to resolve customer complaints. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. We are a small company and employ no more than 12 employees. We value our team members like they are part of the family.This position requires prolonged periods of sitting, frequent use of a computer and telephone, and the ability to lift up to 10 pounds. Manual dexterity and clear verbal communication are essential.Must be flexible for scheduling, including overtime, evenings, weekends, and holidays.ResponsibilitiesManage large amounts of incoming callsType 45 wpmIdentify and assess customers needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsMeet personal/customer service team targets and call handling quotasHandle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolutionKeep records of customer interactions, process customer accounts and file documentsFollow communication procedures, guidelines and policiesTake the extra mile to engage customersSkillsAbility to answer multi-line phone system.Proven customer support experience or experience as a client service representativeStrong phone contact handling skills and active listeningFamiliarity with CRM systems and practicesCustomer orientation and ability to adapt/respond to different types of charactersExcellent communication and presentation skillsAbility to multi-task, prioritize, and manage time effectivelyPhysical RequirementsMust be able to sit for the majority of assigned shift.Must be able to left objects up to 10 lbs in a safe manner on occasionRequiredCandidates must be at least 18 years oldMust have H.S. Diploma/GEDMust be legally authorized to work in the United StatesMust have reliable transportationMust pass a drug testMust pass a reference check 
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