Job Listing Description

Customer Service Representative-Inbound

Job Summary:
Responsible for responding to customer interactions with courtesy and professionalism. Responsible for addressing customer concerns efficiently and completely via the telephone and correspondence as appropriate, using information from online systems and office databases. The position requires flexibility to work weekends and/or evenings via a rotating schedule (non-traditional schedule).
Receive inbound calls and correspondence from customers related to services provided. Remain accessible to achieve appropriate service levels Make outbound calls or send approved correspondence to customers or appropriate parties as needed.

Clarify the needs of the customer, answer customer inquiries, and assist in the resolution of concerns.
Document customer contacts and claims, as appropriate.
Maintain common online and physical files regarding specific activities.
Maintain a high level of application, process, and water and sewer utility knowledge. Identify and relay to Team Supervisor areas of improvement within the customer inquiry and concern resolution process.
Continuously improve call handling skills, systems knowledge, and communications skills and software knowledge, enhancing customer service levels. Be receptive to performance feedback and continuously seek to improve own skills.
Provide exceptional service to the customer that meets or exceeds all contractual service level agreements.

Support and sustain a positive environment that fosters team performance and individual excellence.
Maintain adherence to all policies, procedures, programs, standards of performance and approved business objectives, including those involving affirmative action, communications, community relations, human resources, labor relations, health and safety, and security.
High school diploma, GED, or equivalent plus two (2) years experience in related business environment.
Strong customer service and telephone sales skills.
Strong organization, communication and problem-resolution skills.
Ability to present information or respond to inquiries from groups of managers, associates, customers and contractors.
Skill utilizing on-line internal systems and web-based software preferred; aptitude to learn these skills quickly acceptable.
Proficient typing skills.
Proficiency utilizing MS Office applications and Lotus Notes.
Ability to continuously improve customer service skills and systems knowledge.
Ability to handle difficult calls and avoid escalation whenever possible
Knowledge of customer service and sales protocols.
Bi-lingual(Spanish) a plus
Monday-Friday 6:00am to 9:00pm (the 8 hours worked will be between those hours)

Weekends 6:00am to 6:00pm 
The job requires flexibility to work weekends and/or evenings via a rotating
schedule (non-traditional schedule).
Job Number: 2110126395
Job Location: Alton, IL
Duration: 3 months
Input Date: 04/14/2021
Last Updated: 06/14/2021
Attention: Kristen Schabell
City, State: IRVING, TX 75062
Phone: 214/647-9600
800 Phone: 800/270-4737
Fax Phone: 214/647-9630

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