Customer Service Representative at firstsourc

Palm Bay, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Aug, 26

Salary

0.0

Posted On

18 May, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Troubleshooting, Verbal Communication, Written Communication, Computer Navigation, Conflict Resolution, Data Entry, Case Documentation

Industry

Outsourcing and Offshoring Consulting

Description

Remote (WFH) Customer Service Advisor Job Description Summary - Advisor Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist. Job Description GENERAL DUTIES & RESPONSIBILITIES• Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.• Processes a high volume of consumer inquiries of our products and services and resolves a targeted percentage of those inquiries.• Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.• When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.• Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.• Updates customer information and ensures accurate entry of contact information.• Meets standards of job, such as quality standards, adherence to schedule and average handle time.• May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.• Other related duties assigned as needed.EDUCATION REQUIREMENTSHigh school diploma or GEDGENERAL KNOWLEDGE, SKILLS & ABILITIES• Knowledge of the company’s products, services and business operations to enable resolution of customer inquiries• Excellent customer service skills that build high levels of customer satisfaction• Excellent verbal and written communication skills• Computer navigation and operation skills• Demonstrates effective people skills and sensitivities when dealing with others• Ability to work both independently and in a team environment

Responsibilities

Provide customer support via phone, email, and instant message to resolve basic inquiries regarding orders, billing, and warranties. Document all support requests and escalate complex technical issues to the appropriate product specialists.