JOB TITLE: CUSTOMER SERVICE REPRESENTATIVE II
Provide outstanding customer service in a 24/7 call center operation, with proficiency in handling inbound & outbound calls for assigned account/contract. Complete customer order requests and fulfillment, data entry, maintain customer database, research and resolve customer problems. Conduct product satisfaction and customer surveys; follow-up with customers accordingly.
Core competencies needed to be successful in this job include: Dealing with Ambiguity, Compassion, Composure, Customer Focus, Excellent written and verbal communication skills, Ethics and Values, Function/Technical Skills, Listening and Self Development
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.
EDUCATION and/or EXPERIENCE:
Associates Degree in related field preferred. Minimum of three years experience in customer service and/or Call Center industry. OR an equivalent combination of education and experience.
Bilingual representatives speaking Spanish are strongly preferred.
Ability to clearly communicate concepts, processes and methods to enhance learning and skill building. Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to gather and interpret statistical data. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
OTHER SKILLS AND ABILITIES:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects or keyboard and reach with hands and arms. The employee is occasionally required to stand, walk, and sit. The employee must regularly lift and/or move up to 10 pounds and may occasionally lift up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually quiet.
Goodwill of the Finger Lakes and its subsidiaries encourage diversity in the workplace; we are an Equal Opportunity Employer.
Minority/Female/Sexual Orientation/Gender Identity/Veteran/Disability