Customer Service Rep I: Inquiries & Solutions

YOUNGWILLIAMS INC; Livonia (MI); On-site; USD 32,000 - 42,000; Full time

Job summary

The CSR 1 is responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center.

Responds to inquiries by phone, IVR, or a web portal; records interactions and transactions; follows SOPs; resolves problems; refers unresolved grievances to the appropriate departments; and communicates with a supervisor as needed; maintains regular attendance. Other duties as assigned.

Qualifications

• High School diploma or equivalent required.
• Call center experience required.
• Professional experience using Microsoft Office products.

Responsibilities

• Responds to customer inquiries by telephone, IVR, or web-based portal regarding information on programs and services.
• Records customer interactions and transactions by documenting details of inquiries, complaints, comments, and actions taken.
• Follows standard operating procedures to ensure consistency and accuracy.
• Addresses customers’ inquiries and resolves problems to ensure that appropriate changes are made.
• Refers unresolved customer grievances to designated departments for further investigation.
• Communicates with supervisor regarding any potential needs or concerns.
• Regular and timely attendance.
• Other duties as assigned.

Skills

Customer service

Communication

Problem solving

Education

High School diploma or equivalent

Tools

Microsoft Office

Job description

The CSR 1 is responsible for interacting with customers to provide information in response to inquiries about programs and services in a contact center.

Responds to inquiries by phone, IVR, or a web portal; records interactions and transactions; follows SOPs; resolves problems; refers unresolved grievances to the appropriate departments; and communicates with a supervisor as needed; maintains regular attendance. Other duties as assigned.