The Customer Service Representative is responsible for answering merchant inquiries in a high-volume, fast paced call center environment. They are required to meet/exceed merchant expectations and maintain an excellent image for the company. By leveraging probing questions and effective listening skills, the Customer Service Representative will provide superior customer service via phone, e-mail, and fax. This position is required to handle all forms of telephone etiquette such as: call transfers, message taking, call backs, holds, interruptions, and unintentional disconnects. The position will display the highest degree of professionalism and courtesy when speaking with and supporting all customers.All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.
- Answer inbound customer calls professionally while providing prompt, accurate information; route calls to appropriate departments/employees
- Meet statistical requirements for the shift and maintain an acceptable call quality monitor score
- Educate customers regarding various company products/services
- Handle and resolve customer escalations in a proficient, competent manner; follow up on customer issues when necessary
- Research a variety of inquiries using all available tools, systems and resources
- Enter, update and confirm customer data in iWorkflow
- Additional responsibilities as assigned or requested
Skills & RequirementsExperience/Requirements
- Bachelor's Degree or equivalent industry experience
- Knowledge of the Payment Card Industry a plus
- Customer service/call center experience, telephone etiquette, company policies/procedures
- Knowledge with Outlook, Excel, and relevant computer applications/systems
- Excellent written and verbal communication skills
- Good data entry and keyboard skills
- Knowledge of administration and clerical processes