Customer Service Specialist - Grants Pass, United States - Diversity Nexus

    Diversity Nexus
    Diversity Nexus Grants Pass, United States

    4 weeks ago

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    Description
    As a Customer Service Specialist for Nassau OOGP Vision Group, your mission will be to act as a representative of our company to provide top quality service to our customer


    PRIMARY RESPONSIBILITIES:

    • Follow established processes and systems to ensure that Customer Care Standards are met or exceeded for every customer contact.
    • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
    • Develop a strong knowledge of our product portfolio and procedures
    • Demonstrate 100% follow through in every commitment in an effort to provide one call resolution.
    • Effectively communicate additional promotions and services we offer.
    • Process customer orders in a courteous, efficient, timely manner with minimal errors.
    • Properly document customer complaints and concerns immediately and facilitate satisfactory resolution.
    • Communicate effectively with leaders including the Customer Service Supervisor & Manager. Communications include updating them regularly to guarantee customer expectations are met and any problems or issues are addressed in a timely and professional manner.
    • Regularly attend and participate in team meetings.
    • Participate in ongoing training and development to improve the knowledge and skill required to better serve our customers.
    • Other duties as assigned by Manager.

    Specific Duties:

    • Provide quality customer service by answering incoming customer calls and entering orders, responding to customer questions/concerns
    • Communicating with customers through various channels (Phone, email, chat)
    • Effectively communicate additional promotions and services we offer.
    • Engage with clients in a friendly and professional manner while actively listening to their concerns
    • Offer support and solutions to customers in accordance with the company's customer service policies
    • Identify customer questions, complaints, concerns, and respectfully and professionally provide sufficient answers and solutions to all customer queries
    • Redirect customers to appropriate departments and teams when necessary and follow up with callers on complaint/question status, ensure resolution
    • Collaborate with team members and other company departments to ensure overall customer and product satisfaction

    Goals:

    • Quality Assurance - 90% Rating on calls/emails/chat interactions
    • Transactions Per Hour - 8 Transactions per hour worked (6 for chat)
    • Accessibility - 85% Availability, minimize unnecessary off line time
    • Answered Interactions- 99% of Interactions are answered
    • Attendance - Compliance to the attendance policy
    • Development & Training - Completion of training and action steps