Thursday, July 30, 2009

Customer Service

STATUS: Full-time contract-to-hire
CATEGORY: Customer Service Representative, Level 1 (Non-Manager)
SALARY: $8.50 to $9.50 per hour based on experience
LOCATION: Work from home

We are currently searching for a CSR tele-worker to help maintain our excellent level of service provided to our customers. The CSR position will work with our sales, service, technical, and administrative departments to ensure the highest level of satisfaction is reached with our customers. Our CSRs are empowered to make decisions to assist customers while working closely with the management team constantly ensuring extremely high levels of customer satisfaction.
This CSR position is a contract-to-hire tele-worker position, meaning you work from your home answering calls, emails, and using the Internet to complete your duties, all while avoiding the stressful job commute. If you are a motivated, friendly, energetic, and experienced customer service person who considers themselves an excellent employee, who can listen with patience, calm customers down, and solve technical issues, then this is the position for you!

Working with a team managing inbound customer inquires; providing product and service information, troubleshooting, training customers, updating account information, logging calls and call resolution, returning customer messages, replying to customer emails, processing incoming purchase orders, routing customer inquiries to proper departments.
Work well with deadlines and be able to effectively prioritize
Generate and distribute order acknowledgements to customer, new customer training
Accept and process phone, fax, email, and Internet orders
Track ongoing service issues
Perform random customer satisfaction calls
Prepare reports as required by management
Update existing and create new training manuals when needed
Build strong knowledge of services offered to assist in customer up-sell and preparation for handoff to sales manager
Additional activities as directed by management
Demonstrated customer service skills, preferably 2+ years of proven customer service success within an inbound service environmen
Ability to operate in a fast-pace, multi-tasking environment
Strong written, verbal, interpersonal, and phone communication skills
Must be articulate, professional, and possess a strong customer service mindset with attention to detail
Strong computer background using MS Word, Excel, and the Internet
Ability to learn quickly including our proprietary system for managing customers
Excellent follow-up and relationship building skills - a people person!
High school diploma or equivalency
Uninterrupted work-at-home environment
Up-to-date computer running Windows XP
High speed Internet connection (DSL or cable modem, no dialup)
A phone line that can be dedicated for work use during working hours

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