Customer Service Representative

Cranberry Twp, PA

Posted: 11/01/2018 Industry: Customer Service / Data Entry / Admin / Clerical Job Number: JN -082018-41718
Job Title: Consultant Care Representative
Location: Cranberry Township, PA 16066

Responds to customer inquiries by telephone or e-mail to provide non-technical problem resolution. Proactively communicate with customers on a defined schedule to ensure exceptional customer service and high-quality Customer Survey results. Resolves mostly routine and some non-routine, more complex problems and communicates solution or requested information to the customer. Analyze a customer' s service needs and refer to other service or technical departments for follow up as needed. Will utilize a customer relationship application, Salesforce to record activities and research information. Requires a high school diploma or its equivalent. Reports to Customer Service Director. Works under moderate supervision. Typically requires 1-3 years of related experience.

Job Duties
Assuming ownership over unresolved customer care issues. Requires understanding of circumstances under which problem occurred, research and implement issue resolution, establish and maintain contact with the customer until a resolution has been executed and confirmed
Respond to and initiate contact with customers, other departments, and Partners to resolve customer inquiries and escalated issues, via phone, email, mail correspondence, web and internal CRM application
Collaborate with internal/external departments to resolve customer escalations.
Utilize various reports and Salesforce application to identify and resolve potential escalated cases
Report and analyze escalation trends to improve service and promote coaching
Provide general support to other channel including sales, order entry, technical support via phone, chat, email, or occasionally in- person
Experience handling escalated customer issues through to resolution

Knowledge, Skills, and Abilities
Ability and desire to interact with customers and internal employees in a sensitive manner to resolve challenging customer issues
Strong problem resolution and negotiation skills
Excellent oral and written communication skills
Strong organizational skills
Excellent experience with Microsoft Office including Excel, Word, Outlook
Experience with Salesforce.Com or similar CRM or Applicant Tracking Systems
Able to multi-task and prioritize
Ability to review and enhance business processes for the organization
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