Part-Time Customer Service Associate

Dimension & Scope:
Interface with customers via inbound calls for the purpose of resolving routine problems with products or services.

Principal Duties and Responsibilities:
• Provide a positive customer experience by handling a constant inbound-call volume. During conversations with customers, you will need to be able to identify opportunities to up-sell. 
• Listen attentively to customer needs and concerns; demonstrate empathy.
• Clarify customer requirements; probe for and confirm understanding of requirements or problem.
• Meet customer requirements through first contact resolution.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Prepare complete and accurate work and update customer file.
• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Effectively transfer misdirected customer requests to an appropriate party.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.Participate in activities designed to improve customer satisfaction and business performance.
• Occasionally use decision-support tools to answer questions.
• Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
• Offer solutions to issues that are often non-standard/non-routine and require some clarification.
• Maintain broad knowledge of client products and services.

Education & Professional Certifications:
High school diploma or equivalent experience.

Candidate Profile:
• Minimum six months in/out-bound sales and/or call-center experience preferred.
• Proficient computer skills, including experience operating within a Windows environment and internet navigation skills.
• Ability to communicate in a clear and effective manner, both verbally and in writing.
• Ability to build rapport over the phone, being able to reccomend and present solutions, and responding to customer concerns.
• Excellent customer service skills, and the ability to adapt to customer situations.
• Availability to work weekend shifts and other schedules based upon client need.
• Employment is contingent upon the results of a background and drug test.

Environment, Physical & Other Requirements:
• Ability to perform light hand activity work at a computer/telephone station in an office environment.

• Position is primarily sedentary.  
• May stretch or stand at workstation for short periods at employee''s option, as long as such activity does not detract from the employee''s work, or interfere with other employees.
See above