Location: Waukesha,WI, USA
**Customer Service Representative**
**Location:** Waukesha, Wisconsin, US **Job Summary**
Main objectives and duties:
**1. Call Handling.**
* Resolves product or service problems by accurately understanding the customers issue.
* Determine the cause of the problem, selecting the best solution to the problem and explaining to the customer the resolution
* Answer product and/or service questions or concerns
* Troubleshoot technical issues using all available tools
* Process customer orders and purchase of products and services
* Escalate to appropriate departments to expedite resolution of customers issue
* Provide exceptional customer service experience
**2. Complete Documentation**
* Create or update customer information in the client database during and after each call
* Create accurate record of every customer transaction or interaction accurately, timely and professionally.
* Update customer information following the established client guidelines
* Comply to client and PCI guidelines in handling customer information
**3. Adherence to established internal and client guidelines.**
* Maintain a high level of professionalism when dealing with customers and clients
* Establish positive relationship with every customer
* Follow established weekly work schedules
* Provide timely feedback to noticeable patterns of customer concerns
**4. Career Path and other account trainings.**
* Attend upskill trainings to enhance skills applicable to tier level
* Attend scheduled bucket trainings to stay updated on product & service information including technical troubleshooting procedures
* Be receptive on any changes in company and client policies
**5. Performance Results (Minimum of 70%).**
* Adheres to operation/tier level performance goals
* Meets minimum goal of 70% on performance scorecard
* Adheres to client Zero Tolerance Policy (ZTP)
* Zero client audits
**Area of expertise (Skills)**
* High school graduate, vocational grade of any course or its equivalent
* Good verbal and written communication skills
* Basic knowledge in computer navigation
**Other Skills and Experiences (Min)**
Prior work experience is not necessary but formal orientation is needed to enable the job incumbent to perform the job satisfactorily.
* Listening Skills
* Analytical Skill
* Problem-Solving Skills
* Communication
* Technology Skills (job-related technical skills)
* Customer Service
* Service Mentality
* Conflict Resolution
**Education**