Customer Service Representative

at  Mendocino Community Network

A Customer Service Representative or Customer Help Representative, is responsible for engaging with customers on behalf of the company. Their duties include answering phone calls or emails from consumers to respond to questions, participating in meetings with the customer service team to discover new communication tactics and maintaining expert knowledge about company products or services to best assist patrons.
Duties and Responsibilities

A Customer Service Representative’s primary duty is to support customers. To fulfill this main responsibility, they may perform the following tasks:

• Providing introductory information to prospective and new customers
• Ensuring that consumers are satisfied with products or services by handling complaints and inquiries
• Following up with clients or customers by phone or email to check that they’re still satisfied with their purchases
• Letting patrons know about additional products or services that might benefit them
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns, when necessary
• Troubleshooting common issues with products or services
• Working with a team of CSRs and other departments to find appropriate solutions to problems

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS

To succeed in their roles, Customer Service Representatives need a variety of skills. Some qualifications that can indicate a quality candidate for our open position include:

• Interpersonal and customer service skills to ensure positive interactions with customers
• Analytical and problem-solving skills to diagnose problems and recommend effective solutions
• Multitasking and organizational skills to work on multiple issues at one time
• Active listening and communication skills to handle patrons who may be upset
• Time-management skills to respond to customer emails, calls and web chat messages promptly
• Teamwork skills to collaborate with representatives and coworkers in other departments
• Ability to remain upright and stationary for long periods during a shift
• Technical skills to use voice-over-IP phones and customer records management, word processing, database, email and chat software programs

A Customer Service Representative’s primary duty is to support customers. To fulfill this main responsibility, they may perform the following tasks:

• Providing introductory information to prospective and new customers
• Ensuring that consumers are satisfied with products or services by handling complaints and inquiries
• Following up with clients or customers by phone or email to check that they’re still satisfied with their purchases
• Letting patrons know about additional products or services that might benefit them
• Determining the quickest, most effective ways to answer a client’s or customer’s questions
• Escalating queries and concerns, when necessary
• Troubleshooting common issues with products or services
• Working with a team of CSRs and other departments to find appropriate solutions to problem

To succeed in their roles, Customer Service Representatives need a variety of skills. Some qualifications that can indicate a quality candidate for our open position include:

• Interpersonal and customer service skills to ensure positive interactions with customers
• Analytical and problem-solving skills to diagnose problems and recommend effective solutions
• Multitasking and organizational skills to work on multiple issues at one time
• Active listening and communication skills to handle patrons who may be upset
• Time-management skills to respond to customer emails, calls and web chat messages promptly
• Teamwork skills to collaborate with representatives and coworkers in other departments
• Ability to remain upright and stationary for long periods during a shift
• Technical skills to use voice-over-IP phones and customer records management, word processing, database, email and chat software program