Location: Rochester,NY, USA
Description:
The Customer Care Representative provides outstanding service to our customers by responding to a high level of inbound customer calls, inquiries and requests which may require research and investigation to reach resolution. The incumbent actively engages customers to ensure complete understanding of the issues and provide accurate and efficient responses in a prompt, respectful and courteous manner. With 4+ years of progressively complex experience in the customer service and client relationship management field. Demonstrates highly integrated knowledge and competence in several technical areas of customer service and client relationship management and can build strong relationships with home office and divisional employees at various levels within the organization. Assists with training, works with Client Service Manager on billing issues, takes on additional responsibilities and asks for additional projects, reviews daily work order reports of others, handles escalations and knows who and when will need to know of the issues, supervises the team when needed. Is extremely reliable and accurate.
-Answers or places calls to customers to learn about and/or address their needs, concerns, or other issues with products or services.
-Responds efficiently and accurately to customers, explaining possible solutions, and ensuring our customers feel supported and valued.
-Engages in active listening with customers, confirming or clarifying information and diffusing escalated situations, as needed.
-Builds instant rapport with customers and lasting relationships with other call center team members based on trust and reliability.
-Utilizes job-specific software, databases, scripts, and tools appropriately when addressing a variety of different topics presented by customers.
-Understands and strives to meet or exceed call center metrics while providing excellent consistent customer service.
-Engages with customers to assess needs and makes sales recommendations for products or services that may better suit identified customer needs.
-Participates in training and other learning opportunities to expand knowledge of the company, products, sales and services and performs any other duties needed to help drive our vision, fulfill our mission, and/or abide by our core values.
Shift: M-F 8am-5pm 30 min lunch
Pay: $18-$20 (based on how many years of relevant experience)
Skills:
Red Carpet Customer service
Microsoft office
CRM software
Typing skills
Problem Management
Call center
Resourceful
Additional Skills & Qualifications:
Articulates self well - able to relay information in a concise and direct fashion
Quick to respond - responses are quick and thoughtful
Positive, team oriented
Ability to identify and develop sales opportunities from inbound calls
Experience Level:
Intermediate Level
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.