Customer Service Representative
- Rockville, MD
Our Client in Montgomery County is seeking a Customer Service Representative to join their team!
Primary Responsibilities:
- Maintain current customers by utilizing creative problem-solving and negotiation skills to resolve customer issues
- Handle service requests and changes and act as the customer's focal point to maintain strong customer relationships
- Collaborate with their team to meet overall call center objectives and enhance the customer service experience while working to exceed all customers' expectations
- To perform this job successfully, the Customer Service Representative must be able to perform the essential duties satisfactorily; other minor duties may be assigned and may vary by location
- Through needs based, consultative selling, the Customer Service Representative presents company products and services that will benefit the customer by meeting customer needs
- Offer, quote, and close prospective customer sales using knowledge of given products and services
- Work with closely with other departments (i.e. accounting, dispatch, etc.) for follow-up on larger and more complex accounts
- Meet objectives, such as offering, quoting, closing, and revenue generation
- Meet/exceed service and operational goals established for the call center, including quality and productivity
- Communicate concise and accurate information
- Establish customer accounts by negotiating and documenting service type, pricing, billing, and other required information
- Confirm understanding of customer needs, issues, and requests
- Serve as the customer's advocate by solving problems on the customer's behalf by engaging the right department
- Use the authorized system to gather and provide information and/or update customer records
- Provide standard and sometimes more advanced information and customer education regarding service options, charges, billing, and contracts
- Effectively use productivity software tools
- Adhere to service and operational standards established for the call center, including quality, productivity, and Service Machine
Qualifications:
- Proficiency in MS Office
- Excellent verbal, written and analytical skills
- Strong keyboarding skills
- Professional phone etiquette
- Ability to handle the stress of multi-tasking as well as ability to 'talk and type'
- Possesses an energetic and tenacious achievement orientation
- Ability to utilize multiple software applications on one or more phone screens
- Ability to react well under pressure and treat others with respect
- Identifies and resolves problems in a timely manner
- Good time management skills to prioritize and plan work activities
- Focuses on solving conflicts and listening to others without interrupting
- Is consistently at work and on-time
- Work efficiently and effectively, both independently and as a team to ensure exceeding call center's standards
- Balances team and individual responsibilities and helps build a positive team spirit
- Adapts and able to deal with frequent changes in the work environment
- Able to manage difficult or emotional customer situations and respond promptly to service requests to meet customer commitments
- Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner
- Show inquisitiveness and eagerness to gain sales or business related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge
- Experience using a CRM system
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