Customer Service Representative II

We need an enthusiastic individual who can listen to customer service issues and then offer a unique and innovative solution to each problem. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.

Responsibilities

• Responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution.
• Analyze a customer's service needs and refer to other service or technical departments for follow up or additional information as needed.
• Provide updates to other internal teams on customer needs and factors that contribute to customer satisfaction.
• May utilize a customer relationship application or database to record activities and research product/client information.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Has gained proficiency in multiple competencies relevant to the job.
• Works independently within established procedures associated with the specific job function.

Qualifications

• Bachelor's Degree (Four-year college course).
• Customer Service Intermediate Certification which includes Communication Strategies and Customer Relationship Management.
• Minimum of 2 years work experience.
• Excellent Verbal and Written Communication Skills.
• Ability to remain professional and courteous with customer at all times.
• Must be available to work at night, holidays and weekends.
• Maintains high degree of professionalism and confidentiality.
• Ability to multi-task, prioritize and manage time effectively.
• Interpersonal skills - Able to work independently and as a team member.
• Keen attention to details.