Multichannel CSR: Elevate Customer Experience & Solutions

Infinite Computer Solutions; United States; On-site; USD 25,000 - 30,000; Full time

Job summary

Infinite Computer Solutions is seeking a Customer Service Representative for the Contact Centre to handle inquiries via phone, email, chat, fax, and SMS. The role emphasizes delivering high-quality service, ensuring a positive customer experience, and complying with client and company standards.

Key responsibilities include using CRM and telephony systems, recording interactions accurately, and meeting performance metrics such as NPS and resolution rates.

Qualifications

• Strong verbal and written communication skills.
• Experience in inbound and outbound call center environments.
• Proficiency with CRM systems and basic computer applications.
• Ability to multitask across multiple communication channels.
• Strong problem-solving and issue-resolution skills.

Responsibilities

• Meet attendance, schedule adherence, quality, and performance metrics (NPS, resolution rates).
• Operate CRM tools, telephony systems, and other customer support platforms.
• Record all customer interactions in CRM or case management systems per client guidelines.
• Manage inbound/outbound calls and respond to chats, emails, and other channels promptly.
• Resolve customer issues or escalate when necessary to maintain high service quality.
• Apply coaching and feedback to improve performance and call handling.
• Follow SOPs, maintain knowledge of updated policies, and use internal knowledge bases.
• Encourage customers to use electronic/self-service channels where applicable.
• Maintain reliable attendance and adhere to schedule requirements.
• Perform other related duties as assigned.

Skills

Communication skills

Call center experience

CRM proficiency

Multichannel support

Problem solving

Attention to detail

Procedures compliance

Tools

CRM systems

Job description

Infinite Computer Solutions is seeking a Customer Service Representative for the Contact Centre to handle inquiries via phone, email, chat, fax, and SMS. The role emphasizes delivering high-quality service, ensuring a positive customer experience, and complying with client and company standards.

Key responsibilities include using CRM and telephony systems, recording interactions accurately, and meeting performance metrics such as NPS and resolution rates.