Customer Service Representative

Grahamjobs; Greensboro (NC); On-site; USD 17,047 - 24,280; Full time

Job summary

Graham Personnel Services is seeking Tier 1 Technical Support CSR's in Greensboro, North Carolina to provide exemplary customer service. The role involves troubleshooting customer issues through various communication channels while maintaining accurate records. Applicants must demonstrate strong communication abilities, technical aptitude, and must report in person. The pay rate is $15/hr with hours from 9am-4:30pm M-F during training, transitioning to 10:30am-7pm post-training.

Qualifications

• Experience in customer service, preferably in a contact center.
• Ability to communicate effectively with diverse audiences.
• Technical competency to understand and resolve technical issues.

Responsibilities

• Support clients by resolving customer issues via phone, chat, or email.
• Become a Subject Matter Expert (SME) on clients' products and services.
• Maintain accurate records of customer inquiries in CRM.

Skills

Exemplary Customer Service

Active Listening

Clear Communication

Technical Aptitude

Attention to Detail

Multi-tasking

Computer Literacy

Job description

Graham Personnel Services has several openings for Tier 1 Technical Support CSR's to support our client in Greensboro.

Must report in person (no remote option)

Start date: 5/14

Pay rate: $15/hr

Hours: 9am-4:30pm M-F during training and 10:30am-7pm after training

Job Requirements

1. Become a Subject Matter Expert (SME) of clients’ products and services, and remain informed and knowledgeable of product and business changes
2. Resolve customer issues or concerns via phone, chat, or email by asking troubleshooting questions to diagnose and provide accurate product and service information, according to established policies and procedures
3. Accurately and efficiently update CRM / databases of all customer inquiries and requests for warranty replacements
4. Provide exemplary customer service by actively listening to customer issues or concerns, speaking to customers in a professional dignified tone, providing empathy and understanding of the customer’s point of view, and handling every call with enthusiasm and pleasantries
5. Maintain required performance expectations in quality, availability, call handle time, attendance, and promptness

Knowledge, Skills, & Competencies

1. Exemplary Customer Service (Contact Center experience a plus) with ability to communicate with diverse audiences
2. Excellent Active Listening skills
3. Clear and tactful communication, both verbal (pronunciation) and written (accurate spelling and grammar)
4. Serve all customers, especially those agitated, with a pleasant and professional demeanor
5. Technical and mechanical aptitude with ability to understand, troubleshoot and resolve technical issues
6. Ability to manage customer information with sensitivity and discretion
7. Highly accurate and detail oriented
8. Ability to multi-task
9. Flexibility in job hours from 8:00am-7:00pm Monday through Friday and a monthly Saturday 9:00am-5:00pm
10. Computer literate and proficient at typing (require 40 wpm / 6,000 kph)
11. Excellent attendance and punctuality