Customer Service Representative

Workoo Technologies; Cleveland (OH); On-site; USD 35,000 - 45,000; Full time

Job summary

A customer service-focused company is seeking a dedicated Customer Service Representative based in Cleveland, Ohio. The role involves managing customer accounts, resolving inquiries and complaints through various channels, and building strong relationships with clients. Candidates should have proven customer support experience, excellent communication skills, and the ability to multitask. A high school diploma is required, with a preference for candidates with a college degree. This position offers opportunities to contribute to team efforts and improve overall customer satisfaction.

Qualifications

• Proven customer support experience.
• Strong phone contact handling skills and active listening.
• Excellent communication and presentation skills.

Responsibilities

• Open and maintain customer accounts by recording account information.
• Resolve customer complaints via phone, email, and social media.
• Meet personal/team sales targets and call handling quotas.
• Build sustainable relationships of trust through communication.

Skills

Customer Service Skills

Listening Skills

Phone Skills

Problem Solving

Multitask

Attention to Detail

Adaptability

Education

High school diploma or equivalent; college degree preferred

Tools

CRM systems

Job description

About the job Customer Service Representative

• 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
• Generate sales leads
• 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
• Handle product recalls
• 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

Customer service representative requirements:

• Proven customer support experience
• 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:

• Customer Service Skills
• Product Knowledge
• Quality Focus
• Market Knowledge
• Documentation Skills
• Listening Skills
• Phone Skills
• Resolving Conflict
• Multitask
• Patience
• Negotiation
• Positive Attitude
• Attention to Detail
• People Oriented
• Analysis
• Problem Solving
• Organizational Skills
• Adaptability
• Ability to Work Under Pressure
• Computer Skills