Customer Service Representative Tier I - Washington, United States - iCUBE Inc

Description

iCUBE Inc. is looking for a highly experienced Customer Service Representative - Tier 1 for a multiple year Federal Government Project.


Key Responsibilities:

• Answer inquiries via telephone and respond to customer requests using excellent customer service etiquette
• Log all inquiries and update information in the tracking system, and in accordance with call center procedures
• Keep uptodate with customer information utilizing user guides/manuals, website documentation and call center resources, i.e., notifications and alerts
• Identify, research and resolve customer inquiries using the computer system and call center resources
• Escalate inquiry tickets with details of research and troubleshooting steps taken
• Transfer (warm/cold) customer calls to appropriate staff using call center procedures
• Recognize, document and alert the coordinator/supervisor of trends in customer inquiries
• Recommend process improvements

Requirements:

• Punctuality consistently on time and ready to handle customer inquiries at start of shift
• Dependability to follow instructions as well as take responsibility for their actions and also keep commitments
• Good verbal and oral communications skills
• Fast and accurate typing ability to create grammatically correct responses without any spelling errors
• Be able to recognize signals of a disgruntled customer and be able to respond without getting angry
• Ability to comprehend, capture, as well as, interpret basic customer information
• Sound judgmental powers ability to manage difficult customer situations, respond promptly to the needs of the customer; solicit feedback to improve service, respond to requests for assistance
• Quality management of work attention to detail; look for means of improving as well as promoting quality

High level of motivation - ability to make efficient use of time and resources


Qualifications:

• High School Diploma
• Computer literate with the ability to learn customer service software
• Professional verbal and written communication skills and ability to type 40 wpm

Bi-lingual (Spanish a plus)


Pay:
$ $19.00 per hour


Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• Inperson
• Office

Work Location:
In person