Customer Service Representative I

Aventiv; Louisville, Northern (KY, KY); Hybrid; USD 30,000 - 46,000; Full time

Job summary

Aventiv in Louisville, KY is seeking a customer service representative to handle phone, chat and email inquiries, process payments, and open trouble tickets. You will use CRM to update accounts and resolve routine issues with empathy.

Ideal candidates have a high school diploma and at least 3 months of call center experience, strong communication, and the ability to navigate multiple applications. The role emphasizes accuracy, CSAT, and opportunities to promote self-service options.

Qualifications

• Ability to provide quality customer service via phone, chat, and email.
• Strong written and verbal communication; ability to explain options clearly.
• Empathy and ability to handle sensitive situations with customers.
• Proficient at navigating multiple applications and CRM systems.
• Ability to meet call center metrics and maintain CSAT scores.

Responsibilities

• Provide quality customer service via phone, chat, and email while utilizing exceptional communication skills.
• Open trouble tickets for specific customer issues and follow up as needed.
• Explain product options and related charges clearly to customers.
• Navigate CRM and other systems to update accounts and process payments.
• Take customer payments or offer other payment options when appropriate.
• Maintain high quality scores and meet call center metrics.

Skills

Customer service

Communication skills

Empathy

Multitasking

CRM systems

Remote connectivity

Internet access

Problem solving

Education

High school diploma or GED

Tools

CRM software

Job description

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be!

Job Purpose: Responsible for providing quality customer service via phone by utilizing exceptional communication skills. Responsible for accurately updating and maintaining the customer accounts in a timely manner, while assisting in general customer inquiries, invoice questions, customer complaints, opening trouble tickets, and taking customer payments. Maintains a high-level quality and CSAT scores while solving problems in an efficient manner.

• Provide quality customer service via phone, chat, and email while utilizing exceptional communication skills.
• Open trouble tickets for specific customer issues.
• Explain product options and related charges clearly and concisely.
• Navigate through appropriate customer service systems and tools in a timely manner while servicing the customer. (CRM application) primary tool.
• Take customer payments or offer other payment options for the customer.
• Use existing procedures to solve routine or standard problems; receive instruction, guidance and direction from others as needed.
• Maintain quality scores and call center metrics.
• Promote self-service tools such as IVR and Web.
• Inform customers of promotions and new or upgraded products
• Quotes rates and encourage customers to utilize prepay options.
• Responsible for providing detailed initial troubleshooting and problem resolution on basic features & functionality for SVC, Tablet, and E-messaging.
• Assist with questions during the Nesting stages of the training process or as needed.
• Access to additional programs/platforms which may include S-Gate
• Performs other related duties and responsibilities as required or assigned

Knowledge, Skills, and Abilities:

• Ability to read and comprehend simple instructions and short correspondence
• Ability to write straightforward explanations of trouble tickets submitted
• Ability to ask effective questions and present information clearly and concisely
• Ability to clearly communicate with customers, both verbally and written
• Able to handle sensitive and emotional calls that require empathetic responses
• Adaptable to unforeseen situations, fast paced environment, and keeping the focus on the customer
• Ability to communicate and respond to customers while keying information into system
• Ability to navigate multiple applications in several environments
• Ability to follow a set schedule, including taking timely lunches and breaks
• Must have access to high-speed internet for remote connectivity to Securus network when applicable.

Minimum Qualifications:

• High school diploma or GED
• At least 3 months of previous call center and/or customer service experience.

Preferred Qualifications:

• 3 years of customer service experience with at least 2+ years call center environment.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally,this positionmay need to reach, stoop, or kneel.

Salary and Benefits:

• At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

Aventiv is proud to be an equal opportunity employer.

All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination.

We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.