Call Center Customer Service Representative

Infinite Computer Solutions; California (MO); On-site; USD 32,000 - 42,000; Full time

Job summary

Infinite Computer Solutions is seeking an experienced CSR to join our Contact Center team in the United States. You will handle inquiries across phone, email, fax, chat, and SMS, delivering high-quality service and maintaining a positive member experience.

Responsibilities include meeting attendance and performance targets, documenting interactions in our CRM, and collaborating with supervisors to continually improve call quality and customer satisfaction.

Qualifications

• Strong communication skills required.
• Experience using CRM tools and telephone systems.
• Ability to review and follow detailed instructions.
• Multitasking across multiple channels.
• Problem-solving abilities.
• Self-reliant and resourceful.
• Customer-focused with positive tone.
• Reliable attendance and attention to detail.

Responsibilities

• Meet attendance and performance targets.
• Use CRM and telephone systems to handle interactions.
• Document interactions in CRM.
• Handle multi-channel communications.
• Resolve or escalate issues.
• Follow SOPs and policies.
• Encourage electronic communication.
• Maintain schedule adherence.
• Perform other duties.

Skills

Strong communication

CRM software

Multichannel support

Attention to detail

Problem solving

Self-motivation

Customer-focused

Education

Bachelor's degree preferred

Tools

CRM software

Job description

Job Overview

The CSR role is part of the Contact Center team and handles customer inquiries across various communication channels, including phone, email, fax, chat, and SMS. The primary goal is to deliver high-quality customer service, ensuring positive member experiences while upholding professionalism and client expectations.

Job Description

Job Description - CSR

Job Overview

The CSR role is part of the Contact Center team and handles customer inquiries across various communication channels, including phone, email, fax, chat, and SMS. The primary goal is to deliver high-quality customer service, ensuring positive member experiences while upholding professionalism and client expectations.

Key Responsibilities

• Achieve Targets: Meet attendance, schedule adherence, and performance goals (e.g., successful outcomes, quality score, NPS score).
• Software & System Proficiency: Efficiently use software, CRM systems, and telephone systems to handle customer interactions.
• Documentation: Accurately document customer interactions and follow client-specific guidelines in CRM or case management systems.
• Multichannel Communication: Handle inbound and outbound calls with customers while maintaining awareness of/availability for responding to chats, emails, and other communications promptly and professionally.
• Issue Resolution: Resolve or elevate customer issues quickly, maintaining a focus on service excellence.
• Collaboration: Absorb & apply coaching provided by Supervisor & Quality Analyst to achieve continuous improvement in call flow/quality.
• Policy Adherence: Follow Standard Operating Procedures (SOPs), keep up-to-date with policies, and use knowledge bases effectively.
• Electronic Communication: Encourage customers to use electronic communication methods where possible.
• Schedule Adherence: Maintain reliable attendance and strict adherence to published schedule as assigned and in accordance with department/project guidelines
• Other Duties: Perform other tasks as required.

Expected Skills & Qualifications

• Strong communication skills.
• Proficiency with computer systems and CRM tools.
• Ability/willingness to thoroughly review and then follow detailed instructions as provided by leadership.
• Ability to multitask and manage inquiries from multiple communication channels.
• Problem-solving and issue resolution capabilities.
• Self-reliant. Proactively uses available resources starting with digital means to research & find information needed to answer customer questions/resolve issues.
• Customer-focused attitude with an emphasis on using a positive & upbeat tone of voice to convey enthusiasm while delivering outstanding & memorable customer experiences.
• Reliability and attention to detail.

The role demands a balance of technical proficiency, customer service skills, and adherence to company policies, with an emphasis on contributing to a positive customer experience.

Reviewed/updated 2/13/25

Qualifications

Graduate

Range Of Year Experience-Min Year

3

Range Of Year Experience-Max Year

20