Customer Service Specialist - Ocoee, United States - Tech Army, LLC

Description

General Characteristics:

• Responds to inquiries and provides information to customers calling into a service hotline.
• Records all customer contact information in a call log.
• Evaluates situations, determines appropriate responses, and escalates to designated specialists/resources for resolution of customer problems or complaints.
• Tracks escalated issues for resolution to ensure timely responses.
• Demonstrates strong customer-focused skills.
• Requires knowledge of the enterprise's business/products.

Dimensions:

Education:

• Associate's or Bachelor's Degree in Computer Science, Information Systems, Business Administration, or related field preferred. Alternatively, a technical institute degree/certificate or equivalent work experience.

Experience:

• 0 to 2 years of related work experience.

Complexity:

• Learner/entry-level role.
• Provides hotline services of low to medium complexity.
• Functions somewhat independently under the general direction of senior representatives, supervisors, or managers.
• Generally follows documented procedures and checklists.

Overall, this role involves providing customer service via phone, logging interactions, evaluating and escalating issues as necessary, and ensuring a customer-centric approach in resolving problems or complaints. It's a position suitable for individuals with entry-level experience or those recently graduated in relevant fields.