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- 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.
- 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
- 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
Customer Service Representative - Grants Pass, United States - Computech
Description
PRIMARY RESPONSIBILITIES:
Specific Duties:
Goals: