Customer Service Representatives handle a high volume of mainly inbound phone calls from customers and prospective customers. They complete customer service tasks that ensure customers have the information and assistance they need and strive to maintain the company’s positive reputation. It is a fast-paced environment with the focus on delivering high-quality service.
Agents must have an existing landline telephone service, or be willing to obtain landline telephone service prior to training. Costs/fees associated with the landline are not reimbursable by Faneuil.
Successful Customer Service Representatives: Possess the ability to manage multiple priorities, think quickly, and take a proactive approach to problem solving and decision making. They have a positive attitude and a well-developed sense of urgency and empathy.
BASIC RESPONSIBILITIES:
Take customer calls and provide accurate, satisfactory answers to their questions and concerns.
De-escalate situations involving dissatisfied customers, patiently offering assistance and support.
Guide callers through troubleshooting, navigating the company site and/or using products or services.
Review customer or client accounts, providing updates and information about billing, shipping, warranties, and other account items.
Collaborate with other call center professionals to improve customer service.
BASIC REQUIREMENTS:
Minimum 1 year experience in a customer facing role, such as retail, hospitality, fast food, etc. Call center experience is preferred.
Agents must have an existing landline telephone service, or be willing to obtain landline telephone service prior to training. Costs/fees associated with the landline are not reimbursable by Faneuil.
Highly proficient at operating a computer, navigating multiple applications, keyboarding, and basic troubleshooting knowledge should you experience connectivity or quality issues.
Proficient in Microsoft Office, data entry and note taking/processing.
Able to actively listen and follow a phone conversation while taking notes.
Proficient grammar in both speaking and written word.
Flexible and can “switch gears” quickly when needed.
Possess a self-driven attitude, ability to keep focused on working in an environment where you will be exposed to distractions.
Comfortable meeting performance metrics, deadlines, and goals.
Team player who will gladly assist others on their team in being successful.
Enjoy a fast-paced environment with quick changing priorities, and some intense moments.
EDUCATION:
Minimum of High School Diploma or the equivalent
ESSENTIAL FUNCTIONS:
The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Able to remain in a stationary position for 100% of the working time.
Constantly operate a computer, observe the computer screens, and operate a keyboard, and mouse.
Be in constant communication with a customer and exchange accurate information.
Strong visual perception and discrimination.
Answer calls, that at times can come in back-to-back and keep the pace.
Function and even thrive in a fast-paced environment that can feel stressful or at times seem overwhelming.