Customer Service Representative

Published May 30th, 2024

Responsibilities:

  • Answer incoming phone calls, emails, and chat requests in a timely manner.
  • Screen any requests coming in before passing them to the appropriate departments (s)…
  • Identify customer needs, research customer issues, and provide prompt and clear solutions.
  • Maintain a positive, empathetic, and professional attitude toward customers at all times.
  • Maintain an up-to-date working knowledge of Mobile Beacon promotions, products, and programs and thoroughly review a customer’s account and case history to make appropriate recommendations that best match customers’ needs and resolve their issues.
  • Process renewals, product replacements, refunds, quotes, or other requests for customers.
  • Document all customer interactions in Salesforce accurately and in accordance with established procedures.
  • Communicate and coordinate with other departments as necessary.
  • Provide feedback to other departments to help improve sales, marketing and business processes.
  • Keep Customer Service Manager and Senior Customer Service Representatives (s) apprised of issues and workload.
  • Assist with developing or revising Customer Service policies and procedures as requested.
  • Refer issues and questions to Senior Customer Service Reps and/or Customer Service Manager if necessary.
  • Assist with special projects upon request. Other duties assigned.

Education and Experience:

  • Associates degree or GED/High School diploma with equivalent work experience required.
  • 1 – 3 years professional experience in customer service related work.
  • Experience in a technical customer service environment a plus.

Knowledge, Skills and Competencies:

  • Enthusiasm for and positive representation of  mission, goals, and culture.
  • Leads with personal excellence; holds oneself accountable to ensure that tasks/cases are completed promptly and resolved to customer’s satisfaction.
  • Possesses strong problem-solving and customer service skills to ensure a positive outcome.
  • Is professional, positive, and solution-oriented with customer, vendors, incoming callers, co-workers, and supervisors.
  • Is an effective communicator (both written and verbal communication); active listener who checks for understanding.
  • Detailed-oriented; follows processes and procedures and documents all notes thoroughly.
  • Excellent time management and prioritization skills with a high level of productivity and accuracy.
  • Escalation management: ability to effectively determine if an issue should be escalated.
  • Proficient with Microsoft Office Suite (Word and Excel). 
  • Experience with customer relationship management systems (Salesforce) preferred.
  • Bilingual (Spanish) a plus.

 

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