Customer Service Representative

VIVA USA Inc; Tucson (AZ); On-site; USD 30,000 - 42,000; Full time

Job summary

VIVA USA Inc is seeking a customer service representative to assist customers by phone or in person, provide product and service information, and process orders.

The role includes recording interactions, resolving billing disputes, and referring complex issues to the appropriate departments for investigation. Excellent communication and problem-solving skills are essential.

Qualifications

• Experience delivering customer service to resolve inquiries and complaints.
• Ability to determine charges, process payments, and issue refunds.
• Experience documenting interactions and handling records.
• Knowledge of English grammar and effective communication.

Responsibilities

• Answer customer inquiries via phone or in person to provide product information.
• Enter orders, update records, and process changes of address.
• Resolve billing disputes by refunding, exchanging merchandise, or adjusting bills.
• Refer unresolved issues to appropriate departments for investigation.

Skills

Customer service

English proficiency

Clerical skills

Active listening

Communication

Service orientation

Reading comprehension

Critical thinking

Job description

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Provide a service such as a license, registration, title, permit, or program eligibility information
Check to ensure that appropriate changes were made to resolve customers' problems.
Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for services requested, collect deposits or payments, or arrange for billing.
Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments

Performs journey level customer service activities by performing tasks initiated by the general public. Position may require the use of discretion when releasing pertinent information, solving difficult customer service complaints/problems; conducting research, compiling information, and analyzing policies and procedures to resolve customer issues. Duties may include periodically adding money receipts, reconciling cash against known figures for verification, preparing and transmitting deposits of monies to the bank or to the clientoffice on a daily basis

Applicable program rules, regulations, policies and procedures, systems, and relevant statutes

• Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
• Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, transcription, designing forms, and other office procedures and terminology.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Speaking - Talking to others to convey information effectively.
• Service Orientation - Actively looking for ways to help people.
• Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status