Customer Service Representative

Infinite Computer Solutions; United States; On-site; USD 19,000 - 28,000; Full time

Job summary

Infinite Computer Solutions is seeking a Customer Service Representative to join the Contact Centre team. This role handles inquiries across phone, email, chat, and SMS, delivering high-quality service and a positive member experience.

Responsibilities include meeting attendance and performance targets, documenting interactions in CRM, and following client guidelines to resolve issues promptly. Effective communication across channels is essential for success.

Qualifications

• Proficiency with computer systems and CRM tools.
• Connection must be hardwired (Ethernet) - Wi-Fi is not acceptable.
• Internet speed: 100 Mbps download / 20 Mbps upload (recommended: dbl).
• Need call center experience with inbound and outbound.
• Ability/willingness to thoroughly review and then follow detailed instructions from leadership.
• Ability to multitask across multiple communication channels.
• Strong problem-solving and issue resolution capabilities.
• Self-reliant with proactive online research to answer questions.
• Customer-focused attitude with a positive, upbeat tone.

Responsibilities

• Achieve Targets: Meet attendance, schedule adherence, and performance goals (e.g., outcomes, quality score, NPS).
• Software & System Proficiency: Use CRM systems and telephone systems to handle interactions.
• Documentation: Accurately document customer interactions per client guidelines in CRM/case management systems.
• Multichannel Communication: Handle inbound and outbound calls; respond to chats, emails promptly.
• Issue Resolution: Resolve or escalate customer issues quickly with service excellence.
• Collaboration: Apply coaching to improve call flow and quality.
• Policy Adherence: Follow SOPs and use knowledge bases effectively.
• Electronic Communication: Encourage customers to use electronic methods where possible.
• Schedule Adherence: Maintain attendance and adhere to published schedule.

Skills

CRM tools

Hardwired Ethernet

High-speed internet

Call center experience

Instruction-following

Multitasking

Problem-solving

Self-reliance

Customer focus

Job description

The CSR role is part of the Contact Centre team and handles customer inquiries across various communication channels, including phone, email, fax, chat, and SMS. The primary goal is to deliver high-quality customer service, ensuring positive member experiences while upholding professionalism and client expectations.

Key Responsibilities:

• Achieve Targets: Meet attendance, schedule adherence, and performance goals (e.g., successful outcomes, quality score, NPS score).
• Software & System Proficiency: Efficiently use software, CRM systems, and telephone systems to handle customer interactions.
• Documentation: Accurately document customer interactions and follow client-specific guidelines in CRM or case management systems.
• Multichannel Communication: Handle inbound and outbound calls with customers while maintaining awareness of/availability for responding to chats, emails, and other communications promptly and professionally.
• Issue Resolution: Resolve or elevate customer issues quickly, maintaining a focus on service excellence.
• Collaboration: Absorb & apply coaching provided by Supervisor & Quality Analyst to achieve continuous improvement in call flow/quality.
• Policy Adherence: Follow Standard Operating Procedures (SOPs), keep up to date with policies, and use knowledge bases effectively.
• Electronic Communication: Encourage customers to use electronic communication methods where possible.
• Schedule Adherence: Maintain reliable attendance and strict adherence to published schedule as assigned and in accordance with department/project guidelines
• Other Duties: Perform other tasks as required.

Expected Skills & Qualifications:

• Proficiency with computer systems and CRM tools.
• Connection must be hardwired (Ethernet) - Wi-Fi is not acceptable.
• Internet Minimum required speed: 100 Mbps download / 20 Mbps upload(Recommended: at least double the minimum speed to account for fluctuations)
• Need call center experience with inbound and outbound
• Ability/willingness to thoroughly review and then follow detailed instructions as provided by leadership.
• Ability to multitask and manage inquiries from multiple communication channels.
• Problem-solving and issue resolution capabilities.
• Self-reliant. Proactively uses available resources starting with digital means to research & find information needed to answer customer questions/resolve issues.
• Customer-focused attitude with an emphasis on using a positive & upbeat tone of voice to convey enthusiasm while delivering outstanding & memorable customer experiences.