Call Center Customer Service Representative

• Manage customer interactions across phone, chat, and email, ensuring timely and accurate resolution from intake through completion.

• Manage customer requests, including account inquiries, service scheduling, modifications, and new service setup, from intake through completion, providing updates, follow-up, and clear expectations throughout the resolution process.

• Execute service requests in alignment with established processes, procedures, and guidelines.

• Document all customer interactions, requests, and updates accurately within systems of record.
• Coordinate with internal teams and partners to resolve service issues, ensuring appropriate follow-up and follow-through.
• Identify and escalate complex or non-standard issues through established escalation paths.
• Utilize internal CRM and other internal systems to access information, process requests, and maintain accurate customer records.
• Maintain performance aligned with contact center standards, including quality, productivity, safety, and service level agreements (SLAs).
• Perform additional job-related responsibilities as assigned.

• Knowledge of customer service principles and practices within a contact center environment.
• Knowledge of service request handling, issue resolution, and escalation processes.
• Knowledge of CRM systems, customer information systems, and business applications (Microsoft suite of Products) used to support customer interactions.
• Strong verbal and written communication skills across phone, chat, and email channels.
• Ability to assess customer needs, gather information, and proactively communicate updates, expectations, and next steps.
• Strong problem-solving skills with the ability to identify solutions and escalate issues appropriately.
• Strong organizational and workload management skills with the ability to prioritize competing demands and meet service level agreements (SLAs).
• Strong technical, typing, and documentation skills with the ability to navigate multiple business applications, research customer information, maintain accurate records, and execute service requests in real time.
• Strong attention to detail and commitment to quality, accuracy, and compliance.
• Demonstrated accountability and ownership for managing customer requests through resolution and follow-through.

⦁Ability to manage multiple customer interactions and priorities in a fast-paced, multi-channel environment while maintaining customer commitments.

⦁Ability to coordinate effectively with cross-functional teams and adapt to changing priorities, processes, technology, and business needs to achieve customer and operational objectives.