Customer Service Representative

Job Title: Customer Service Representative
Location: Midtown & Upper East Side Manhattan
Hours: M-F, 9am-5pm
Duration: full-time (long-term) temporary assignment
Pay Rate: $15 - $19 /hr

Job Description:

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Maintain financial accounts by processing customer adjustments
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Prepare product or service reports by collecting and analyzing customer information
• Manage large amounts of incoming calls
• Identify and assess customers' needs to achieve satisfaction
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Close out or open call records
• Compile reports on overall customer satisfaction
• Handle changes in policies or renewal

• High school diploma or equivalent; college degree preferred
• Proven customer support experience
• Excellent communication and presentation skills
• Ability to multi-task, prioritize and manage time effectively
• Customer orientation and ability to adapt/respond to different types of characters
• Documentation Skills
• Positive Attitude