Customer Service Representative

Job title: Customer Service Representative in USA at WilsonHCG

Company: WilsonHCG

Job description: Description and RequirementsContact Centers Locations: Lakeland, FL and Massachusetts (for anyone who wishes to work onsite)Schedule: 8:30 AM - 4:30 PM and 12:30 PM - 9:00 PM (OT available)Position Type: Contract, 4 Months (potential for extension)Our client is, well-known national brand in the beverage delivery space. The primary role of the remote Customer Service Representative (CSR) is to provide customer assistance on a wide array of topics including but not limited to: general inquiries, product and service inquiries, billing questions, and other concerns.Responsibilities:

• Respond to incoming calls from existing residential and commercial clients with a goal of providing world-class customer service and diagnosing customer needs and concerns

• Handle difficult customer calls in a courteous and professional manner

• Correctly enter information into our Customer Relationship Management (CRM) system according to the customer's needs and/or concerns

• Communicate company policies and provide creative approaches to resolve customer issues such as billing errors or service opportunities

• Display exceptional decision-making and problem-solving capabilities to take immediate action on all calls

• Achieve monthly sales/product education goals by making recommendations from out healthy hydration portfolio

• Use negotiation skills to provide alternative approaches to resolve customer issues and take immediate action to retain customers support channels

• Primarily phone-based support.

Qualification:

• High school diploma, GED, or equivalent work experience

• Minimum of 1-year previous customer service and/or call center experience

• Previous experience with live chat and/or customer retention is a plus but not required

• Ability to thrive in a fast-paced environment

• Ability to display business maturity at all times and work efficiently without on-site supervision

Technical Qualifications and Requirements:

• The employee must have a space in his or her place of residence suitable for the installation of a Home Agent workstation

• Work environment must be free from distractions, including any background noise that impacts the customer experience

• The work environment should be kept in a tidy condition and suitable for safekeeping of confidential and sensitive customer information

• Prior experience with setting up and troubleshooting remote workstation (i.e. computer, phone, modem, router, etc.) preferred

• Must have an internet connection with a minimum of 100 mbps download and 15 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). You may not use satellite internet providers

• Your computer must be directly connected to router/modem via Ethernet cable as you cannot use a wireless (WIFI) connection

Call Volume:

• Typically 40-50 calls per day.

Expected salary:

Location: USA

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