Domestic Customer Service

Job Description:
Our customer is currently looking for new talent to join a growing Customer Service Team. As part of this team, you will be responsible for receiving inbound customer service calls and troubleshooting customer issues with the goal of utilizing available tools to provide single call resolution and maintaining the utmost in customer satisfaction. A combination of being a good listener, articulate, patient, and possessing the ability to explain a wide range of technical concepts to customers of varying levels of technical ability while maintaining a pleasant disposition makes you an ideal candidate for this exciting opportunity!
Primary Duties
Handle inbound customer service calls, from businesses and consumers based in the U.S. and other countries.
Acquire customer and issue-related information and input information into call-tracking database.
After identifying issue(s), go through all appropriate troubleshooting steps to resolve issue.
Work as a consultative partner to your customer, building rapport and providing direction.
Provide optimal customer experience by effectively resolving customer issues in a timely manner with 'First Call Resolution' by utilizing multiple support resources.
Required Experience and Skills
Familiar with everyday computer tasks, internet navigation and basic research
Fundamental writing skills including basic spelling and grammar usage
Basic knowledge of computer hardware and software
Some experience with an environment that includes interaction with customers (retail, call center, hospitality)
Must possess and demonstrate excellent communication, verbal communication must be professional and grammatically correct never using jargon or slang
Ability to multitask by listening, typing, speaking and navigating multiple interfaces at the same time.
Ability to type a minimum of 35 wpm
Ability to work flexible shifts
High School Degree or GED
You will be trained on:
How to use the phone system
Products and applications required to support the account
Processes and procedures required to support the account
Defining Success
As a successful Customer Services team member, you will be expected to:
o Answer all incoming support calls within 7 seconds or less.
o Provide optimal customer experience by effectively resolving a minimum of 90% of customer issues with 'First Call Resolution' by utilizing available support resources.
o Own each customer contact and make each experience outstanding, going above and beyond to resolve the issue. Consistently attain high customer satisfaction ratings.
o Build rapport with your customer and ensure that there are no open issues before closing a customer contact.
Come join our Customer Service Team today!
Associated Testing required and lower spec limits:
- Typing Test (Target: 35 WPM)
- Customer Service (Target: 80%)
- Spelling (Target: 70%)
- Technical Test (Target: 80%)