Customer Service Officer

Workoo Technologies; San Antonio (TX); On-site; USD 30,000 - 45,000; Full time

Job summary

A technology solutions provider based in San Antonio is seeking a Customer Service Representative to engage with customers, maintain accounts, and resolve complaints. Ideal candidates should possess strong communication skills, the ability to handle high call volumes, and experience with CRM systems. The role offers opportunities to build relationships and improve customer satisfaction while meeting sales targets in a supportive environment.

Qualifications

• Strong phone contact handling skills and active listening.
• Ability to multitask, prioritize, and manage time effectively.
• High school diploma or equivalent; college degree preferred.

Responsibilities

• Open and maintain customer accounts by recording account information.
• Resolve product or service problems by clarifying the customer's complaint.
• Provide accurate, valid, and complete information by using the right methods/tools.

Skills

Strong phone contact handling skills

Active listening

Excellent communication skills

Customer orientation

Ability to multitask

Education

High school diploma or equivalent; college degree preferred

Tools

CRM systems

Job description

Open and maintain customer accounts by recording account information

Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Maintain financial accounts by processing customer adjustments

Recommend potential products or services to management by collecting customer information and analyzing customer needs

Prepare product or service reports by collecting and analyzing customer information

Contribute to team effort by accomplishing related results as needed

Manage large amounts of incoming calls

Identify and assess customers' needs to achieve satisfaction

Build sustainable relationships of trust through open and interactive communication

Provide accurate, valid, and complete information by using the right methods/tools

Meet personal/team sales targets and call handling quotas

Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

Keep records of customer interactions, process customer accounts, and file documents

Follow communication procedures, guidelines, and policies

Go the extra mile to engage customers

Resolve customer complaints via phone, email, mail, or social media

Use telephones to reach out to customers and verify account information

Greet customers warmly and ascertain problem or reason for calling

Cancel or upgrade accounts

Assist with placement of orders, refunds, or exchanges

Advise on company information

Take payment information and other pertinent information such as addresses and phone numbers

Place or cancel orders

Answer questions about warranties or terms of sale

Act as the company gatekeeper

Suggest solutions when a product malfunctions

Attempt to persuade customer to reconsider cancellation

Inform customer of deals and promotions

Sell products and services

Utilize computer technology to handle high call volumes

Work with customer service manager to ensure proper customer service is being delivered

Close out or open call records

Compile reports on overall customer satisfaction

Read from scripts

Handle changes in policies or renewals

Track record of over-achieving quota

Strong phone contact handling skills and active listening

Familiar with CRM systems and practices

Customer orientation and ability to adapt/respond to different types of characters

Excellent communication and presentation skills

Ability to multitask, prioritize and manage time effectively

High school diploma or equivalent; college degree preferred

Customer service representative skills & proficiencies: