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CUSTOMER SERVICE
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Description:
The representative would handle incoming customer service inquiries and problems via the telephone; recording consistent problem areas with the intent of providing customer satisfaction and retention. Customer Service is the primary function but requires minimal selling or promotion of products or services.
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| Experience:
Receives and/or places telephone calls which are basic and routine. Uses computerized system for tracking, information gathering, and /or trouble shooting.
May answer inquiries, resolve problems, promote and sell products /services and/or enter or confirm sales. Requires limited knowledge of company, products, and/or services.
May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff. Usually requires ability to navigate a computerized data entry system or other relevant applications. |
Responsibilities:
Include the following:
- Other duties may be assigned.
- Talks with customers by phone and receives orders for installation, turn on, discontinuance, or change in service.
- Handle irate customers, communicate company policy and provide alternative approaches to resolve customer issues.
- Fills out contract forms determine charges for service requested, prepares change of address records, and issues discontinuance orders.
- Solicits sale of new or additional services.
- Adjusts complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
- Follows up with customers to assure satisfaction, respond to queries, solicit further sales and solve or refer problems.
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