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


  • 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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