Customer Service Representative

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

• 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