Customer Service Rep-Call Center/Data Entry

Key Tasks and Responsibilities

• Answer phones promptly in a friendly, courteous manner using proper phone etiquette. Identify yourself and your desire to serve all of the customer needs at the start of every call. Maintain a professional manner at all times throughout the duration of each call.
• Identify customer needs based on initial and ongoing information obtained from the customer and implement resolution in a timely manner.
• Accurately and completely educate the customer on the loyalty program and how it works, clearing up any questions, concerns, or confusion.
• Obtain and utilize customer information during the call to expedite any or all of the following tasks: Register new cards, transfer cards, updating customer demographic information, checking customer point balances on cards, etc.
• Recognize calls outside your skill-set and/or calls that need the attention of a Supervisor or Manager. Assure the customer of YOUR concern for their problem and that while you are not able to handle it personally you will get them to the person(s) who can.
• Be present and accountable for all training, keeping notes and materials organized so they may serve as a reference when needed.
• Stay updated to all new program descriptions, company policies and/or procedures, take advantage of educational opportunities provided.
• Use care when attempting to place calls on hold, transfer, conference or otherwise alter the destination of your original call.
• Make immediate apology for any calls unintentionally dropped, or left unattended (regardless of where the error occurred) and carefully route the call appropriately.
• Work as an effective member of a team, offering ideas, solutions, or assistance wherever and whenever needed.
• Recognize the importance of schedule adherence and punctuality in the call-center environment.
• Maintain strict adherence to company policies and procedures.
• Manually enter transactions and registrations per request of merchants via fax, email or mail.
• All other duties as assigned.

Skills and Attributes

• Great customer service skills
• Attention to detail
• Solid understanding or written and verbal communication
• Problem solving skills
• Data Entry/basic computer skills
• Strong telephone skills and ability to maintain composure during difficult or unpleasant customer call situations.
• Ability to multi-task
• Ability to work with limited supervision when necessary
• Ability to sit, stand, squat, bend or stoop for extended periods of time.
• Ability to lift up to 35lbs.

Education

• Prefer High School Graduate or GED Equivalent