Customer Service Representative

Denken Solutions, Inc.; Hadley (MA); Remote; USD 35,000 - 55,000; Full time

Job summary

An innovative firm is seeking a Customer Service Representative to join their dynamic team. In this role, you'll be the first point of contact for customers, addressing inquiries about products and services while maintaining high standards of service. The position offers the opportunity to work in a fast-paced environment, with the possibility of extending your contract or transitioning to a permanent role. If you have a passion for helping others and possess strong communication and organizational skills, this is the perfect opportunity to make a meaningful impact in the customer service field.

Qualifications

• Strong customer service background with phone experience is essential.
• Proficient in MS Office and CRM systems, with excellent communication skills.

Responsibilities

• Respond to inquiries about products/services using standard scripts and procedures.
• Track and document support requests and ensure accurate customer information.

Skills

Customer Service

Time Management

Organizational Skills

Problem-Solving

Communication Skills

Attention to Detail

Listening Skills

Spanish Language Skills

Tools

MS Office (Word and Excel)

Customer Relationship Management (CRM) System

Job description

Position: Customer Service Representative

Location: Remote

Duration: 9 Months contract

The manager wants to see candidates with a strong customer service background with phone experience.

Many industries are fine such as insurance agents, customer service rep, etc.

The manager is open to HFA. Candidates will have the possibility to extend and convert to perm.

3 shifts, one opening for each shift:

1. Saturday – 8:45am-5:15pmET; Tues, Weds, Thurs, Fri 9:00am-5:30pm (Sun & Mon off)
2. Monday-Friday – 11:30am-8:00pmET (Sat & Sun off)

Job Summary/Description:

The Customer Service Representative (CSR) is a member of the Customer Contact Center. The CSR is responsible for responding to a high volume of inquiries about the company’s products or services by following standard scripts, policies, and procedures. The Associate Customer Service Representative takes inbound calls, LiveChat, and/or emails from examinees and others regarding teacher certification programs, website issues, complaints, etc.

• Trained in and proficient in responding to inquiries across many programs. At a minimum, 10 programs and at least one communication channel.
• Identify customer needs and expectations.
• Responsible for promptly and accurately addressing customer inquiries using various systems and resources (computer systems, published materials, and websites).
• Serve as primary contact for inbound customer issues. Escalate more technical product-related issues to the proper Product Support department.
• Track and document inbound support requests using established Customer Relationship Management (CRM) system and ensure proper notation of customer problems or issues. Update customer information and ensure accurate entry of contact information.
• Maintain quality service by following established policies and procedures.
• Ensure proper security procedures are followed on all customer interactions.
• Other duties as assigned.

Minimum Required Skills:

• Call Center experience a plus, but will train the right person.
• Must be proficient in MS Office (Word and Excel), PC operations, web browsing, and web navigation.
• Should have knowledge and experience with Microsoft Office.
• Demonstrate excellent time management, organizational, and problem-solving skills.
• Excellent oral and written communication skills. Spanish language skills are a plus but not required.
• Strong attention to detail and good listening skills.
• Experience with Live Chat a plus.

Seniority level

Associate

Employment type

Contract

Job function

Customer Service

Industries

Education