corewell health Hiring for Customer Service Representative at United States Full Time

Who are Customer Service Representatives (CSRs)? What is their role in the growth and functioning of your business? What are the day-to-day activities they take care of? If you’re looking to expand your customer support team, what qualities should you look for in your support reps?

A customer service representative should be able to interact with a customer and immediately get the context of their problem. Support agents should have sound knowledge of the product/service, which will help them suggest a solution to the customer right away. If the customer complaint is beyond the immediate scope of the support rep, they should learn to escalate the problem to the right internal team(s) and follow up with them regularly for updates on the progress.

Here’s a look at all the key responsibilities of a service rep.

1. Take ownership of customer issues

Customer service reps must take ownership of the customer’s problem and be the single point of contact for all inquiries related to the troubleshooting procedure, the expected resolution time, and updates on the progress made.

2. Troubleshoot problems and drive resolutions

It’s important for a service rep to follow a customer-first attitude and leave no stone unturned in giving customers the best possible experience. Once a support ticket is assigned to them, they need to research all possible ways to troubleshoot the problem and quickly come up with a solution.

3. Escalate unresolved issues to relevant internal teams

A lot of times in customer support, there are issues that are highly technical or beyond the scope of what a service rep can handle on the spot. For such cases, the support agent needs to make sure that the problem is being communicated to the right internal teams and that they take appropriate action to resolve it.

4. Collect prompt and accurate customer feedback

The work of a support rep does not end at just resolving a customer issue. They also need to follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience.

5. Document knowledge as solution articles

The solution to every customer problem provides a valuable learning experience to service reps. They should be able to document this knowledge in the form of help content or solution articles so that the same problems don’t occur in the future.