Customer Service Representative

Unifin Inc; Niles (IL); On-site; USD 32,000 - 42,000; Full time

Job summary

Unifin Inc is seeking a Customer Service Representative to support inbound inquiries and resolve issues by delivering world-class service. You will be part of a diverse, client-focused team dedicated to elevating customer experience.

Key traits include patience, empathy, strong communication, and proficiency with MS Office. The role requires a high school diploma and at least two years in a contact center, with on-site work at our Illinois location.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of customer service and/or contact center experience required.
• Experience de-escalating situations with dissatisfied customers while demonstrating patience and empathy.
• Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.
• Report on-site

Responsibilities

• Manage all customer escalations and complaints to a high professional standard and in accordance with the account's terms and policies.
• Receive inbound customer contacts and complete outbound contacts, including callbacks and responses, to maintain queues and meet service levels.
• Demonstrate sound negotiation, problem-solving, and conflict-resolution skills by resolving issues within established authority and parameters whenever possible, while using sound judgment to determine when escalation is necessary.
• Serve as the “voice of the customer” and proactively recommend solutions that address root causes of escalations and complaints by leveraging established contacts and processes.
• Share information and knowledge with team members to help recognize and reduce recurring issues.
• Capture all relevant customer contact information accurately and concisely within data capture systems and ensure records are properly maintained.
• Follow escalation and complaint procedures to ensure customer issues are tracked and relevant parties are informed of actions taken to resolve them.
• Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that may have impacted frontline resolution efforts.

Skills

Customer Service

Communication

Problem Solving

Empathy

Negotiation

Education

High school diploma

Tools

MS Outlook

MS Word

MS PowerPoint

MS Excel

Job description

About The Company

Unifin Inc is a BPO company with multiple operations in North America, Latin America, and Asia Pacific Region. We are looking for an extraordinary talent who will be part of our unique and diverse team. Are you passionate about company where opportunities are unlimited? Do you love taking challenges and making your brilliant ideas into reality

Be one of us, and be part of our success story!

Your Role

As a Customer Service Representative, you will support inbound customer inquiries and resolve customer issues by delivering world-class service. Our Customer Support seeks individuals who are passionate about delivering an exceptional customer experience, making a positive impact, demonstrating commitment to their work, elevating team performance, and solving complex customer issues.

Key Responsibilities

• Manage all customer escalations and complaints to a high professional standard and in accordance with the account's terms and policies.
• Receive inbound customer contacts and complete outbound contacts, including callbacks and responses, to maintain queues and meet service levels.
• Demonstrate sound negotiation, problem-solving, and conflict-resolution skills by resolving issues within established authority and parameters whenever possible, while using sound judgment to determine when escalation is necessary.
• Serve as the “voice of the customer” and proactively recommend solutions that address root causes of escalations and complaints by leveraging established contacts and processes.
• Share information and knowledge with team members to help recognize and reduce recurring issues.
• Capture all relevant customer contact information accurately and concisely within data capture systems and ensure records are properly maintained.
• Follow escalation and complaint procedures to ensure customer issues are tracked and relevant parties are informed of actions taken to resolve them.
• Use appropriate tools to provide customers with relevant information and identify knowledge gaps or outdated policies and procedures that may have impacted frontline resolution efforts.

About You

For you to become a successful candidate for this role:

• High school diploma or equivalent required.
• Minimum 2 years of customer service and/or contact center experience required.
• Experience de-escalating situations with dissatisfied customers while demonstrating patience and empathy.
• Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.
• Report on-site

At UNIFIN, we understand that our corporate success starts by attracting the right people, developing and mentoring those that show potential, and taking steps to retain and promote our top performers.

We believe in our employees and invest in providing the best growth opportunities. Promotions at UNIFIN are based on merit, past performance, and leadership potential. We recognize our top employees and help them succeed.

When you join UNIFIN, you do more than joining a company. You become part of a talented team and self-driven individuals dedicated to bringing success to the Company and their lives.