The Customer Relations Representative is responsible for providing professional and compassionate customer service for all incoming calls and emails such as status requests, grievances and other general inquiries. This individual manages a high volume of calls, distributes or escalates calls as appropriate, accurately tracks inquiries, and enters relevant data into applicable fields in proprietary software.
Responds to both internal and external customers’ requests for high quality and quick assistance. Answers incoming calls, checks voicemail, and makes outgoing calls with the most successful and satisfactory care, surpassing customary business standards for customer service.
Uses active listening and probing questions to ensure the customers’ questions and concerns are addressed accurately and completely.
Distributes or escalates calls to appropriate personnel and works closely with departments to assist with customer service issues or grievances.
Documents each contact accurately and thoroughly to support follow up conversations with the customer by internal partners, follows up on referrals, and researches escalated phone calls.
Enters all provided information accurately and efficiently and updates systems as appropriate. Ensures timely responses and maintains up to date records, assists with analytical support for management reporting.
Helps to identify and improve inefficiencies in process and service levels to assist in bettering service provided to our customers and within the workplace.
Continually broadens knowledge of Company transactions to increase customer service skills. Provides assistance to other departments as needed and for professional growth.
Performs special assignments and projects as assigned.
WHAT WILL SET YOU APART
EDUCATION: Associate’s degree in from an accredited college or technical school is preferred.
LANGUAGE ABILITY: Able to read and comprehend simple instructions, short correspondence, and memos. Able to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Able to write simple correspondence. Able to write clearly and effectively. Able to effectively present information and respond to questions with customers or internal employees. Able to guide and provide verbal direction to callers. Spanish speaking ability is strongly preferred.
MATH ABILITY: Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Able to compute rate, ratio and percent and to draw and interpret bar graphs.
REASONING ABILITY: Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Able to deal with problems involving several concrete variables in standardized situations.
TECHNICAL SKILLS: To perform this job successfully, the individual should have knowledge of office operations, workflow analysis, and current technologies in telecommunications, data entry and file management. Able to combine keyboard input with conversation.
COMPUTER SKILLS: To perform this job successfully, the individual should be proficient on the Microsoft Office Suite and able to quickly master proprietary and vended software applications.